In this case study, we have created models that can automatically classify customer complaints based on the products and services that the ticket mentions.
For a financial company, customer complaints carry a lot of importance, as they are often an indicator of the shortcomings in their products and services. If these complaints are resolved efficiently in time, they can bring down customer dissatisfaction to a minimum and retain them with stronger loyalty. This also gives them an idea of how to continuously improve their services to attract more customers.
These customer complaints are unstructured text data; so, traditionally, companies need to allocate the task of evaluating and assigning each ticket to the relevant department to multiple support employees. This becomes tedious as the company grows and has a large customer base.
In this case study, you will be working as an NLP engineer for a financial company that wants to automate its customer support tickets system. As a financial company, the firm has many products and services such as credit cards, banking and mortgages/loans.
We need to build a model that is able to classify customer complaints based on the products/services. By doing so, you can segregate these tickets into their relevant categories and, therefore, help in the quick resolution of the issue.
You will be doing topic modelling on the .json data provided by the company. Since this data is not labelled, you need to apply NMF to analyse patterns and classify tickets into the following five clusters based on their products/services:
Credit card / Prepaid card
Bank account services
Theft/Dispute reporting
Mortgages/loans
Others
With the help of topic modelling, you will be able to map each ticket onto its respective department/category. You can then use this data to train any supervised model such as logistic regression, decision tree or random forest. Using this trained model, you can classify any new customer complaint support ticket into its relevant department.
Following eight major tasks has been performed in this notebook :
import json
import numpy as np
import pandas as pd
import re, nltk, spacy, string
import en_core_web_sm
nlp = en_core_web_sm.load()
#Importing libraries required for the case study and to plot charts
import numpy as np
import pandas as pd
import matplotlib.pyplot as plt
import seaborn as sns
import os
from plotly.offline import plot
import plotly.graph_objects as go
import plotly.express as px
%matplotlib inline
#Importing Regular Expressions for String manipulation
import re
# hide warnings
import warnings
warnings.filterwarnings('ignore')
# set options
pd.set_option('display.max_columns', None)
pd.set_option('display.max_rows', None)
from sklearn.feature_extraction.text import CountVectorizer, TfidfVectorizer
from pprint import pprint
The data is in JSON format and we need to convert it to a dataframe.
# root path for kaggle
root_path = 'complaints-2021-05-14_08_16.json'
# Opening JSON file
f = open(root_path)
# returns JSON object as a dictionary
data = json.load(f)
Data cleaning operations like filtering text, removing missing values & renaming column headers.
df=pd.json_normalize(data)
df_to_visualize = pd.json_normalize(data)
# Inspect the dataframe to understand the given data.
df.head(10)
| _index | _type | _id | _score | _source.tags | _source.zip_code | _source.complaint_id | _source.issue | _source.date_received | _source.state | _source.consumer_disputed | _source.product | _source.company_response | _source.company | _source.submitted_via | _source.date_sent_to_company | _source.company_public_response | _source.sub_product | _source.timely | _source.complaint_what_happened | _source.sub_issue | _source.consumer_consent_provided | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 0 | complaint-public-v2 | complaint | 3211475 | 0.0 | None | 90301 | 3211475 | Attempts to collect debt not owed | 2019-04-13T12:00:00-05:00 | CA | N/A | Debt collection | Closed with explanation | JPMORGAN CHASE & CO. | Web | 2019-04-13T12:00:00-05:00 | None | Credit card debt | Yes | Debt is not yours | Consent not provided | |
| 1 | complaint-public-v2 | complaint | 3229299 | 0.0 | Servicemember | 319XX | 3229299 | Written notification about debt | 2019-05-01T12:00:00-05:00 | GA | N/A | Debt collection | Closed with explanation | JPMORGAN CHASE & CO. | Web | 2019-05-01T12:00:00-05:00 | None | Credit card debt | Yes | Good morning my name is XXXX XXXX and I apprec... | Didn't receive enough information to verify debt | Consent provided |
| 2 | complaint-public-v2 | complaint | 3199379 | 0.0 | None | 77069 | 3199379 | Other features, terms, or problems | 2019-04-02T12:00:00-05:00 | TX | N/A | Credit card or prepaid card | Closed with explanation | JPMORGAN CHASE & CO. | Web | 2019-04-02T12:00:00-05:00 | None | General-purpose credit card or charge card | Yes | I upgraded my XXXX XXXX card in XX/XX/2018 and... | Problem with rewards from credit card | Consent provided |
| 3 | complaint-public-v2 | complaint | 2673060 | 0.0 | None | 48066 | 2673060 | Trouble during payment process | 2017-09-13T12:00:00-05:00 | MI | N/A | Mortgage | Closed with explanation | JPMORGAN CHASE & CO. | Web | 2017-09-14T12:00:00-05:00 | None | Conventional home mortgage | Yes | None | Consent not provided | |
| 4 | complaint-public-v2 | complaint | 3203545 | 0.0 | None | 10473 | 3203545 | Fees or interest | 2019-04-05T12:00:00-05:00 | NY | N/A | Credit card or prepaid card | Closed with explanation | JPMORGAN CHASE & CO. | Referral | 2019-04-05T12:00:00-05:00 | None | General-purpose credit card or charge card | Yes | Charged too much interest | N/A | |
| 5 | complaint-public-v2 | complaint | 3275312 | 0.0 | Older American | 48227 | 3275312 | Managing an account | 2019-06-13T12:00:00-05:00 | MI | N/A | Checking or savings account | Closed with monetary relief | JPMORGAN CHASE & CO. | Referral | 2019-06-14T12:00:00-05:00 | None | Checking account | Yes | Problem using a debit or ATM card | N/A | |
| 6 | complaint-public-v2 | complaint | 3238804 | 0.0 | None | 76262 | 3238804 | Managing an account | 2019-05-10T12:00:00-05:00 | TX | N/A | Checking or savings account | Closed with monetary relief | JPMORGAN CHASE & CO. | Phone | 2019-05-10T12:00:00-05:00 | None | Checking account | Yes | Problem using a debit or ATM card | N/A | |
| 7 | complaint-public-v2 | complaint | 3249272 | 0.0 | None | 07753 | 3249272 | Trouble during payment process | 2019-05-15T12:00:00-05:00 | NJ | N/A | Mortgage | Closed with explanation | JPMORGAN CHASE & CO. | Referral | 2019-05-21T12:00:00-05:00 | None | Conventional home mortgage | Yes | None | N/A | |
| 8 | complaint-public-v2 | complaint | 3351653 | 0.0 | None | 60621 | 3351653 | Closing an account | 2019-08-22T12:00:00-05:00 | IL | N/A | Checking or savings account | Closed with explanation | JPMORGAN CHASE & CO. | Referral | 2019-08-23T12:00:00-05:00 | None | Checking account | Yes | Company closed your account | N/A | |
| 9 | complaint-public-v2 | complaint | 3273612 | 0.0 | None | 99354 | 3273612 | Managing an account | 2019-06-11T12:00:00-05:00 | WA | N/A | Checking or savings account | Closed with monetary relief | JPMORGAN CHASE & CO. | Referral | 2019-06-17T12:00:00-05:00 | None | Checking account | Yes | Cashing a check | N/A |
#print the column names
df.columns
Index(['_index', '_type', '_id', '_score', '_source.tags', '_source.zip_code',
'_source.complaint_id', '_source.issue', '_source.date_received',
'_source.state', '_source.consumer_disputed', '_source.product',
'_source.company_response', '_source.company', '_source.submitted_via',
'_source.date_sent_to_company', '_source.company_public_response',
'_source.sub_product', '_source.timely',
'_source.complaint_what_happened', '_source.sub_issue',
'_source.consumer_consent_provided'],
dtype='object')
#Assign new column names
df = df[['_source.complaint_what_happened','_source.product','_source.sub_product',]]
df.tail()
| _source.complaint_what_happened | _source.product | _source.sub_product | |
|---|---|---|---|
| 78308 | Checking or savings account | Checking account | |
| 78309 | On Wednesday, XX/XX/XXXX I called Chas, my XXX... | Credit card or prepaid card | General-purpose credit card or charge card |
| 78310 | I am not familiar with XXXX pay and did not un... | Checking or savings account | Checking account |
| 78311 | I have had flawless credit for 30 yrs. I've ha... | Credit card or prepaid card | General-purpose credit card or charge card |
| 78312 | Roughly 10+ years ago I closed out my accounts... | Payday loan | None |
# lets rename the column names to be more read friendly
# we have retained product and sub_product only for verification purpose ,
# these columns will not be used in the Topic modelling
df = df.rename(columns={'_source.complaint_what_happened': 'complaint_text', '_source.product': 'category','_source.sub_product': 'sub_category'})
df.head()
| complaint_text | category | sub_category | |
|---|---|---|---|
| 0 | Debt collection | Credit card debt | |
| 1 | Good morning my name is XXXX XXXX and I apprec... | Debt collection | Credit card debt |
| 2 | I upgraded my XXXX XXXX card in XX/XX/2018 and... | Credit card or prepaid card | General-purpose credit card or charge card |
| 3 | Mortgage | Conventional home mortgage | |
| 4 | Credit card or prepaid card | General-purpose credit card or charge card |
# lets merge the category and sub-category this will help us in deciding the topics after NMF modelling
df['category'] = df['category'] + '+' + df['sub_category']
df = df.drop(['sub_category'],axis= 1)
df.head()
| complaint_text | category | |
|---|---|---|
| 0 | Debt collection+Credit card debt | |
| 1 | Good morning my name is XXXX XXXX and I apprec... | Debt collection+Credit card debt |
| 2 | I upgraded my XXXX XXXX card in XX/XX/2018 and... | Credit card or prepaid card+General-purpose cr... |
| 3 | Mortgage+Conventional home mortgage | |
| 4 | Credit card or prepaid card+General-purpose cr... |
# lets check the nan complaints
df.complaint_text.isnull().sum()
0
# lets check the empty string complaints
len(df[df['complaint_text']==''])
57241
#Assign nan in place of blanks in the complaints column
# lets replace empty complain with nan value
df[df['complaint_text']==''] = np.nan
df.complaint_text.isnull().sum()
57241
#Remove all rows where complaints column is nan
# Lets drop all the rows where complaint_text is null
df = df[~df['complaint_text'].isnull()]
df.complaint_text.isnull().sum()
0
Once you have removed all the blank complaints, you need to:
Once you have done these cleaning operations you need to perform the following:
# Preparing text for Topic modelling
def clean_text(text):
text = text.lower() # Make the text lowercase
text = re.sub('\[.*\]','', text).strip() # Remove text in square brackets
text = text.translate(str.maketrans('', '', string.punctuation)) # Remove punctuation
text = re.sub('\S*\d\S*\s*','', text).strip() # Remove words containing numbers
return text.strip()
df.complaint_text = df.complaint_text.apply(lambda x: clean_text(x))
df.complaint_text.head()
1 good morning my name is xxxx xxxx and i apprec... 2 i upgraded my xxxx xxxx card in and was told b... 10 chase card was reported on however fraudulent ... 11 on while trying to book a xxxx xxxx ticket i... 14 my grand son give me check for i deposit it in... Name: complaint_text, dtype: object
#Function to Lemmatize the texts
stopwords = nlp.Defaults.stop_words
def lemmatizer(text):
doc = nlp(text)
sent = [token.lemma_ for token in doc if not token.text in set(stopwords)]
return ' '.join(sent)
# Lemmatize the complaints
df['lemma'] = df.complaint_text.apply(lambda x: lemmatizer(x))
df.head()
| complaint_text | category | lemma | |
|---|---|---|---|
| 1 | good morning my name is xxxx xxxx and i apprec... | Debt collection+Credit card debt | good morning xxxx xxxx appreciate help stop ch... |
| 2 | i upgraded my xxxx xxxx card in and was told b... | Credit card or prepaid card+General-purpose cr... | upgrade xxxx xxxx card tell agent upgrade anni... |
| 10 | chase card was reported on however fraudulent ... | Credit reporting, credit repair services, or o... | chase card report fraudulent application submi... |
| 11 | on while trying to book a xxxx xxxx ticket i... | Credit reporting, credit repair services, or o... | try book xxxx xxxx ticket come offer apply... |
| 14 | my grand son give me check for i deposit it in... | Checking or savings account+Checking account | grand son check deposit chase account fund cle... |
#Created a dataframe('df_clean') that will have only the complaints and the lemmatized complaints
df_clean = df[['complaint_text','lemma','category']]
df_clean.head()
| complaint_text | lemma | category | |
|---|---|---|---|
| 1 | good morning my name is xxxx xxxx and i apprec... | good morning xxxx xxxx appreciate help stop ch... | Debt collection+Credit card debt |
| 2 | i upgraded my xxxx xxxx card in and was told b... | upgrade xxxx xxxx card tell agent upgrade anni... | Credit card or prepaid card+General-purpose cr... |
| 10 | chase card was reported on however fraudulent ... | chase card report fraudulent application submi... | Credit reporting, credit repair services, or o... |
| 11 | on while trying to book a xxxx xxxx ticket i... | try book xxxx xxxx ticket come offer apply... | Credit reporting, credit repair services, or o... |
| 14 | my grand son give me check for i deposit it in... | grand son check deposit chase account fund cle... | Checking or savings account+Checking account |
#function to extract the POS tags NN
def extract_pos_tags(text):
doc = nlp(text)
sent = [token.text for token in doc if token.tag_ == 'NN']
return ' '.join(sent)
#The clean dataframe should now contain the raw complaint, lemmatized complaint and the complaint after removing POS tags.
df_clean['complaint_POS_removed'] = df_clean.lemma.apply(lambda x: extract_pos_tags(x))
df_clean.head()
| complaint_text | lemma | category | complaint_POS_removed | |
|---|---|---|---|---|
| 1 | good morning my name is xxxx xxxx and i apprec... | good morning xxxx xxxx appreciate help stop ch... | Debt collection+Credit card debt | morning help bank service chase debt verificat... |
| 2 | i upgraded my xxxx xxxx card in and was told b... | upgrade xxxx xxxx card tell agent upgrade anni... | Credit card or prepaid card+General-purpose cr... | card agent upgrade anniversary date change age... |
| 10 | chase card was reported on however fraudulent ... | chase card report fraudulent application submi... | Credit reporting, credit repair services, or o... | chase card report application submit identity ... |
| 11 | on while trying to book a xxxx xxxx ticket i... | try book xxxx xxxx ticket come offer apply... | Credit reporting, credit repair services, or o... | book ticket come offer ticket reward card info... |
| 14 | my grand son give me check for i deposit it in... | grand son check deposit chase account fund cle... | Checking or savings account+Checking account | son deposit chase account fund bank account pa... |
# visualizing the data according to the 'Complaint' character length
plt.figure(figsize=(10,6))
doc_lens = [len(d) for d in df_clean.complaint_POS_removed]
plt.hist(doc_lens, bins = 50)
(array([9.235e+03, 6.357e+03, 2.724e+03, 1.277e+03, 7.580e+02, 2.740e+02,
1.500e+02, 7.100e+01, 6.300e+01, 3.900e+01, 3.700e+01, 1.300e+01,
1.100e+01, 1.100e+01, 8.000e+00, 8.000e+00, 7.000e+00, 2.000e+00,
3.000e+00, 3.000e+00, 7.000e+00, 2.000e+00, 2.000e+00, 0.000e+00,
0.000e+00, 0.000e+00, 1.000e+00, 0.000e+00, 0.000e+00, 2.000e+00,
0.000e+00, 0.000e+00, 0.000e+00, 4.000e+00, 0.000e+00, 0.000e+00,
0.000e+00, 0.000e+00, 0.000e+00, 0.000e+00, 1.000e+00, 0.000e+00,
0.000e+00, 0.000e+00, 0.000e+00, 0.000e+00, 0.000e+00, 1.000e+00,
0.000e+00, 1.000e+00]),
array([ 0. , 248.5, 497. , 745.5, 994. , 1242.5, 1491. ,
1739.5, 1988. , 2236.5, 2485. , 2733.5, 2982. , 3230.5,
3479. , 3727.5, 3976. , 4224.5, 4473. , 4721.5, 4970. ,
5218.5, 5467. , 5715.5, 5964. , 6212.5, 6461. , 6709.5,
6958. , 7206.5, 7455. , 7703.5, 7952. , 8200.5, 8449. ,
8697.5, 8946. , 9194.5, 9443. , 9691.5, 9940. , 10188.5,
10437. , 10685.5, 10934. , 11182.5, 11431. , 11679.5, 11928. ,
12176.5, 12425. ]),
<BarContainer object of 50 artists>)
df_to_visualize.rename(columns=lambda x: x.replace('_source.', ''), inplace=True)
df_to_visualize.head()
| _index | _type | _id | _score | tags | zip_code | complaint_id | issue | date_received | state | consumer_disputed | product | company_response | company | submitted_via | date_sent_to_company | company_public_response | sub_product | timely | complaint_what_happened | sub_issue | consumer_consent_provided | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 0 | complaint-public-v2 | complaint | 3211475 | 0.0 | None | 90301 | 3211475 | Attempts to collect debt not owed | 2019-04-13T12:00:00-05:00 | CA | N/A | Debt collection | Closed with explanation | JPMORGAN CHASE & CO. | Web | 2019-04-13T12:00:00-05:00 | None | Credit card debt | Yes | Debt is not yours | Consent not provided | |
| 1 | complaint-public-v2 | complaint | 3229299 | 0.0 | Servicemember | 319XX | 3229299 | Written notification about debt | 2019-05-01T12:00:00-05:00 | GA | N/A | Debt collection | Closed with explanation | JPMORGAN CHASE & CO. | Web | 2019-05-01T12:00:00-05:00 | None | Credit card debt | Yes | Good morning my name is XXXX XXXX and I apprec... | Didn't receive enough information to verify debt | Consent provided |
| 2 | complaint-public-v2 | complaint | 3199379 | 0.0 | None | 77069 | 3199379 | Other features, terms, or problems | 2019-04-02T12:00:00-05:00 | TX | N/A | Credit card or prepaid card | Closed with explanation | JPMORGAN CHASE & CO. | Web | 2019-04-02T12:00:00-05:00 | None | General-purpose credit card or charge card | Yes | I upgraded my XXXX XXXX card in XX/XX/2018 and... | Problem with rewards from credit card | Consent provided |
| 3 | complaint-public-v2 | complaint | 2673060 | 0.0 | None | 48066 | 2673060 | Trouble during payment process | 2017-09-13T12:00:00-05:00 | MI | N/A | Mortgage | Closed with explanation | JPMORGAN CHASE & CO. | Web | 2017-09-14T12:00:00-05:00 | None | Conventional home mortgage | Yes | None | Consent not provided | |
| 4 | complaint-public-v2 | complaint | 3203545 | 0.0 | None | 10473 | 3203545 | Fees or interest | 2019-04-05T12:00:00-05:00 | NY | N/A | Credit card or prepaid card | Closed with explanation | JPMORGAN CHASE & CO. | Referral | 2019-04-05T12:00:00-05:00 | None | General-purpose credit card or charge card | Yes | Charged too much interest | N/A |
import matplotlib.pyplot as plt
import plotly.graph_objects as go
product_counts = df_to_visualize['product'].value_counts()
fig = go.Figure(data=go.Bar(x=product_counts.index, y=product_counts))
fig.update_layout(
title='Complaints by Product Categories',
xaxis_title='Product Category',
yaxis_title='Number of Complaints',
xaxis_tickangle=90, # Rotate x-axis labels for better visibility
width=800,
height=1000
)
fig.show()
import matplotlib.pyplot as plt
import plotly.graph_objects as go
response_counts = df_to_visualize['company_response'].value_counts()
fig = go.Figure(data=go.Pie(labels=response_counts.index, values=response_counts))
fig.update_layout(
title='Complaint Resolution Status',
yaxis_title='',
width=800,
height=500
)
fig.show()
import matplotlib.pyplot as plt
import matplotlib.dates as mdates
import plotly.graph_objects as go
df_to_visualize['date_received'] = pd.to_datetime(df_to_visualize['date_received'])
fig = go.Figure()
fig.add_trace(go.Histogram(
x=df_to_visualize['date_received'],
nbinsx=20,
marker=dict(color='blue', opacity=0.7),
opacity=0.7
))
fig.update_layout(
title='Distribution of Complaints Over Time',
xaxis_title='Date Received',
yaxis_title='Number of Complaints',
xaxis_tickangle=-45, # Rotate x-axis labels for better visibility
width=800,
height=500
)
fig.show()
state_counts = df_to_visualize['state'].value_counts().reset_index()
state_counts.columns = ['State', 'Number of Complaints']
top_10_states = state_counts.nlargest(10, 'Number of Complaints')
fig = px.bar(
top_10_states,
x='Number of Complaints',
y='State',
title='Top 10 States with the Highest Number of Complaints',
labels={'Number of Complaints': 'Number of Complaints'},
orientation='h',
width=800,
height=500
)
fig.update_layout(
xaxis_title='Number of Complaints',
)
fig.show()
plt.figure(figsize=(6, 4))
sns.countplot(data=df_to_visualize, x='timely')
plt.title('Timely vs. Untimely Complaints')
plt.xlabel('Timely Complaint')
plt.ylabel('Number of Complaints')
plt.show()
from wordcloud import WordCloud
text_data = ' '.join(df_to_visualize['complaint_what_happened'].dropna())
wordcloud = WordCloud(width=800, height=400, background_color='white').generate(text_data)
plt.figure(figsize=(10, 6))
plt.imshow(wordcloud, interpolation='bilinear')
plt.axis('off')
plt.title('Word Cloud of Complaint Text')
plt.show()
wordcloud = WordCloud(stopwords=stopwords,max_words=40, background_color='white').generate(str(df_clean['complaint_POS_removed']))
print(wordcloud)
plt.figure(figsize=(10,6))
plt.imshow(wordcloud)
plt.axis('off')
plt.show()
<wordcloud.wordcloud.WordCloud object at 0x0000024D9E09D7C8>
#Removing -PRON- from the text corpus
df_clean['Complaint_clean'] = df_clean['complaint_POS_removed'].str.replace('-PRON-', '')
df_clean = df_clean.drop(['complaint_POS_removed'],axis = 1)
# to find the top 30 unigram,bigram,trigram frequency
# among the complaints in the cleaned datafram(df_clean).
def get_top_n_bigram(text, ngram=1, top=None):
vec = CountVectorizer(ngram_range=(ngram, ngram), stop_words='english').fit(text)
bag_of_words = vec.transform(text)
sum_words = bag_of_words.sum(axis=0)
words_freq = [(word, sum_words[0, idx]) for word, idx in vec.vocabulary_.items()]
words_freq =sorted(words_freq, key = lambda x: x[1], reverse=True)
return words_freq[:top]
top_30_unigrams = get_top_n_bigram(df_clean.Complaint_clean,ngram=1, top=30)
top_30_bigrams = get_top_n_bigram(df_clean.Complaint_clean,ngram=2, top=30)
top_30_trigrams = get_top_n_bigram(df_clean.Complaint_clean,ngram=3, top=30)
#Print the top 10 words in the unigram frequency
print('Top 10 unigrams:\n')
top_30_unigrams[:10]
Top 10 unigrams:
[('chase', 53415),
('account', 40962),
('credit', 33554),
('xxxx', 31273),
('card', 29835),
('payment', 21064),
('bank', 17034),
('time', 15871),
('charge', 15292),
('day', 12831)]
#Plot graph for the top 30 words in the unigram frequency
df1 = pd.DataFrame(top_30_unigrams, columns = ['unigram' , 'count'])
plt.figure(figsize=(12,6))
fig = sns.barplot(x=df1['unigram'], y=df1['count'])
plt.xticks(rotation = 80)
plt.show()
#Print the top 10 words in the bigram frequency
print('Top 10 bigrams:\n')
top_30_bigrams[:10]
Top 10 bigrams:
[('credit card', 12773),
('credit report', 3893),
('chase credit', 3070),
('customer service', 2923),
('account chase', 2432),
('chase bank', 2119),
('check account', 2113),
('chase account', 2034),
('xxxx xxxx', 1955),
('contact chase', 1893)]
#Plot graph for the top 30 words in the bigram frequency
df2 = pd.DataFrame(top_30_bigrams, columns = ['bigram' , 'count'])
plt.figure(figsize=(12,6))
fig = sns.barplot(x=df2['bigram'], y=df2['count'])
plt.xticks(rotation = 80)
plt.show()
#Print the top 10 words in the trigram frequency
print('Top 10 trigrams:\n')
top_30_trigrams[:10]
Top 10 trigrams:
[('chase credit card', 2196),
('credit card account', 1050),
('credit card company', 978),
('credit card chase', 738),
('xxxx credit card', 652),
('chase customer service', 559),
('inquiry credit report', 483),
('credit card credit', 438),
('charge credit card', 406),
('credit card xxxx', 385)]
#Plot graph for the top 30 words in the trigram frequency
df3 = pd.DataFrame(top_30_trigrams, columns = ['trigram' , 'count'])
plt.figure(figsize=(12,6))
fig = sns.barplot(x=df3['trigram'], y=df3['count'])
plt.xticks(rotation = 80)
plt.show()
df_clean['Complaint_clean'] = df_clean['Complaint_clean'].str.replace('xxxx','')
#All masked texts has been removed
df_clean.head()
| complaint_text | lemma | category | Complaint_clean | |
|---|---|---|---|---|
| 1 | good morning my name is xxxx xxxx and i apprec... | good morning xxxx xxxx appreciate help stop ch... | Debt collection+Credit card debt | morning help bank service chase debt verificat... |
| 2 | i upgraded my xxxx xxxx card in and was told b... | upgrade xxxx xxxx card tell agent upgrade anni... | Credit card or prepaid card+General-purpose cr... | card agent upgrade anniversary date change age... |
| 10 | chase card was reported on however fraudulent ... | chase card report fraudulent application submi... | Credit reporting, credit repair services, or o... | chase card report application submit identity ... |
| 11 | on while trying to book a xxxx xxxx ticket i... | try book xxxx xxxx ticket come offer apply... | Credit reporting, credit repair services, or o... | book ticket come offer ticket reward card info... |
| 14 | my grand son give me check for i deposit it in... | grand son check deposit chase account fund cle... | Checking or savings account+Checking account | son deposit chase account fund bank account pa... |
max_df is used for removing terms that appear too frequently, also known as "corpus-specific stop words" max_df = 0.95 means "ignore terms that appear in more than 95% of the complaints"
min_df is used for removing terms that appear too infrequently min_df = 2 means "ignore terms that appear in less than 2 complaints"
#to initialise the TfidfVectorizer
tfidf = TfidfVectorizer(min_df=2, max_df=0.95, stop_words='english')
The contents of a document term matrix are tuples of (complaint_id,token_id) tf-idf score: The tuples that are not there have a tf-idf score of 0
#to create the Document Term Matrix by transforming the complaints column present in df_clean.
dtm = tfidf.fit_transform(df_clean.Complaint_clean)
tfidf.get_feature_names_out()[:10]
array(['aarp', 'abandonment', 'abatement', 'abbreviation', 'abd',
'abhorrent', 'abide', 'ability', 'abovementione', 'abovereference'],
dtype=object)
len(tfidf.get_feature_names_out())
6483
### Non-Negative Matrix Factorization (NMF) It is an unsupervised technique so there are no labeling of topics that the model will be trained on. The way it works is that, NMF decomposes (or factorizes) high-dimensional vectors into a lower-dimensional representation. These lower-dimensional vectors are non-negative which also means their coefficients are non-negative.
In this task we are performing the following:
from sklearn.decomposition import NMF
need to take the trial & error approach to find the best num of topics for your NMF model.
The only parameter that is required is the number of components i.e. the number of topics we want. This is the most crucial step in the whole topic modeling process and will greatly affect how good your final topics are.
#Load your nmf_model with the n_components i.e 5
num_topics = 5
#keep the random_state =40
nmf_model = NMF(n_components=num_topics, random_state=40)
W1 = nmf_model.fit_transform(dtm)
H1 = nmf_model.components_
#nmf_model.fit(dtm)
#len(tfidf.get_feature_names())
#Print the Top15 words for each of the topics
num_words=15
vocab = np.array(tfidf.get_feature_names_out())
top_words = lambda t: [vocab[i] for i in np.argsort(t)[:-num_words-1:-1]]
topic_words = ([top_words(t) for t in H1])
topics = [' '.join(t) for t in topic_words]
vocab
array(['aarp', 'abandonment', 'abatement', ..., 'zombie', 'zone', 'zoom'],
dtype=object)
topics
['account check money bank deposit chase fund day branch transfer number business transaction customer claim', 'card credit chase balance account score limit year purchase point month application service reason time', 'payment loan mortgage chase month modification time home pay year rate balance property statement date', 'report inquiry credit information company reporting debt account file identity remove dispute theft score letter', 'charge dispute fee chase transaction merchant claim purchase refund fraud service email time contact statement']
#Created the best topic for each complaint in terms of integer value 0,1,2,3 & 4
colnames = ["Topic" + str(i) for i in range(nmf_model.n_components)]
docnames = ["Doc" + str(i) for i in range(len(df_clean.Complaint_clean))]
df_doc_topic = pd.DataFrame(np.round(W1, 2), columns=colnames, index=docnames)
significant_topic = np.argmax(df_doc_topic.values, axis=1)
df_doc_topic['dominant_topic'] = significant_topic
df_doc_topic.head()
| Topic0 | Topic1 | Topic2 | Topic3 | Topic4 | dominant_topic | |
|---|---|---|---|---|---|---|
| Doc0 | 0.03 | 0.00 | 0.02 | 0.02 | 0.01 | 0 |
| Doc1 | 0.01 | 0.02 | 0.00 | 0.00 | 0.01 | 1 |
| Doc2 | 0.00 | 0.03 | 0.00 | 0.04 | 0.00 | 3 |
| Doc3 | 0.02 | 0.03 | 0.01 | 0.05 | 0.01 | 3 |
| Doc4 | 0.07 | 0.00 | 0.01 | 0.00 | 0.00 | 0 |
#Assign the best topic to each of the cmplaints in Topic Column
df_clean['Topic'] = significant_topic
pd.set_option('display.max_colwidth', -1)
df_clean[['complaint_text','Complaint_clean','category','Topic']][df_clean.Topic==4].head(30)
| complaint_text | Complaint_clean | category | Topic | |
|---|---|---|---|---|
| 21 | on xxxx i made a payment to an online retailer using chase quick pay with xxxx on the chase website i realized that this was a scam website after no confirmation product or response to any inquiries regarding the order and contacted chase to get more information about the transaction to attempt getting a refund through the retailers bank \n\ni contacted chase via a secured message on explaining what happened and asked is there a way to reverse this transaction or do you have a contact at xxxx that can give me more information about the recipient that xxxx my message was reviewed and i received a response restating my original email and informing me that the transfer has been completed however as you mentioned that the website is a scam while we can handle most inquiries by email some require the expertise of another team in order to assist you better in regards to the refund we request you to call our consumer online technical support team i called the number listed in the email and explained my situation to then be transferred to the claims department i was directed to call xxxx and ask them about the transaction because chase did not have any information outside of what i provided when initiating the transfer i felt like this agent was trying to get me to end the call as quickly as possible and i had to interrupt her closing script to ask for a contact number at xxxx and didnt have an opportunity to get any information about what the right questions would be to ask xxxx or what words and phrases i should use to get the information i was looking for \n\ni called xxxx whos automated system initially directed me to call my bank because i used the banks app to initiate the transaction i called xxxx again to navigate their menus and talk to a customer service agent they told me that all of the information about the transaction would in chase s system because i used the banks app to perform the transaction she stayed on the line with me until i understood everything that i should ask and had a better understanding of the situation i ended the call and called chase again \n\nwhen i called chase the second time the agent tried to look up the information about the receiving bank but could not find any additional information she then asked me why i needed this information and i explained my situation again i was once again transferred to the claims department who told me that i needed to contact xxxx to get the information i was looking for after i told her that i had already contacted them she finally admitted that there was nothing that she could do due to the nature of the transaction and that these types of transactions are not secured she said that chase had no information about the recipient other than the email address that i inputted and that the recipients banking information was not kept in the system in both phone calls they asked if i initiated that transaction and used that to absolve themselves of all responsibility in regards to this matter \n\nduring this whole process it felt like chase was not transparent about their policies regarding these types of transactions nor were they helpful in helping me get any information about the situation these transactions are advertised as a fast safe and easy way to send money but seem to be a dangerous way to do business i feel deceived by chase s advertising and further victimized by the way i was treated by the members on their customer service team | payment retailer chase pay website scam website confirmation product response inquiry order contact chase information transaction attempt retailer bank contact chase message way transaction contact information recipient message review response email transfer mention website scam inquiry email expertise team order request consumer support team number list email situation transfer claim transaction chase information initiate transfer agent try closing script contact number opportunity information question word phrase information look automate system customer service agent information system bank perform transaction line understand situation end call chase call chase time agent information bank information information situation transfer claim department need contact information look contact nature transaction type transaction chase information recipient email address inputte recipient banking information system phone call initiate transaction absolve responsibility regard matter process chase policy type transaction help information situation transaction way money way business chase advertising way treat member customer service team | Money transfer, virtual currency, or money service+Domestic (US) money transfer | 4 |
| 30 | to whom it may concern chase bank charged wrongly overdraft fees i have alert of low balance or unsuficent fee balance and always deposit immediatly to cover transactions if needed but chase always changed the order and charged me overdraft fee anyway when you call they said their per their guidelines they dont refund more then overdrawft doesnt matter bank fault or not\n\ntaken from people is money just because you can is not ok\n\nsee attached documents when chase refund they always find the way to take back what they refunded in first place | concern bank overdraft fee alert balance fee balance deposit transaction chase change order charge overdraft fee guideline refund overdrawft bank fault money document chase refund way place | Checking or savings account+Checking account | 4 |
| 40 | xxxx xxxx a sofa love seat table and chairs and was never delivered debit card charged bank says visa denied claim we have no furniture and no money | seat table chair deliver debit card charge bank visa claim furniture money | Checking or savings account+Checking account | 4 |
| 45 | i made a purchase with xxxx xxxx xxxx on in the amount of i was charged twice for this transaction i placed a disputes case with chase bank on when i noticed the charge on my account i called back on sunday about the provisional credit for the charge and again on monday i was told the charge had to post before a provisional credit could be provided i used my debt card on monday then tried to use it again but it would not work i went to chase bank on xxxx xxxx xxxx in xxxx xxxx nevada and was told that my account was closed due to fraudulent activity i was shocked because i had not reported fraud on my account i later found out that i was being accused by the disputes department of placing a fraudulent disputes case for the duplicate charge from xxxx xxxx xxxx i later contacted xxxx xxxx xxxx again and was told that they did see a duplicate charge and would credit my account within days i contacted the chase disputes department again on monday xxxxxxxx and explained thaxxxx xxxx xxxx xxxx would credit my account and that i did not like being accused of making a fraudulent disputes claim the escalation manager did not care and told me that chase decision on closing my account was final i had been a customer of chase for xxxx years my character has been challenged by the disputes agents and i consider this to be detrimental to my character and slander \n\ni am not seeking to keep my account open with chase but i also do not want chase reporting that they closed my checking account involuntarily \n\nonce again i do not want chase to have the checking account that i had with them being reflecting on any public records as being closed as involuntary closure by chase \n\ni did nothing wrong by filing a disputes claim for the duplicate charge or any other disputes cases that were filed in the past | transaction place dispute case chase bank notice charge account credit charge charge post credit debt card use work account activity report fraud account accuse dispute department place dispute case duplicate charge credit account day contact chase dispute account accuse dispute claim escalation manager chase decision account customer chase year character challenge dispute agent character slander account chase chase report check account chase checking account record closure chase file dispute claim charge dispute case file | Checking or savings account+Checking account | 4 |
| 48 | jp morgan chase bank please answer the following questions on xxxxxxxx xxxxxxxxxxxxxxxx xxxxxxxx xxxxxxxx jpmorgan chase accessed information about me through xxxx xxxx xxxx xxxx \nwhat was the valid reason for accessing my personal information through xxxx xxxx xxxx xxxx \n\nthe chase checking account that was closed recently during xxxxxxxx had a routing or xxxx number of xxxx according to checks and statements provided to me by chase \nxxxx xxxx xxxx showed chase reporting an xxxx routing number of xxxx before and after i had disputed the xxxx number with chase \nwhy do these two routing numbers not match \n\nxxxxxxxx i received a response from xxxx xxxx xxxx xxxx to a dispute about information chase was providing on my report dispute case id xxxx the information chase had been submitting was deleted due to disputed info being incomplete inaccurate or unverifiable \nis this true \n\nonce again i have asked questions \n\ni will send the cfpb copies of the information i have pertaining to the questions in this complaint via us mail which are the xxxx xxxx xxxx xxxx reports ive received \n\nthank you for your attention and humbly await your response | answer follow question information reason access information chase checking account number accord check statement chase route number dispute number chase number match response information chase report dispute case d information chase dispute info question cfpb copy information question complaint mail attention response | Checking or savings account+Checking account | 4 |
| 63 | i tried to send almost at xxxx and the transaction was cancelled due to having no id i was charged but never received the service i was supposed to receive a refund back to my card but it never happened my account has since been closed and im out of almost | transaction charge receive service refund card happen account m | Checking or savings account+Checking account | 4 |
| 78 | my dispute is for not receiving services listed below one night at the hotel in xxxx for friday transportation to the hotel for friday private city tour of xxxx for friday xxxx xxxx private tour for friday grand total of reason for not receiving the services was that xxxx cancelled the flight from xxxx to xxxx for mechanical reasons \ni started the process for the of the refund thru xxxx xxxx i was told by xxxx xxxx that i needed to request the refund thru xxxx which i did i requested the refund and was told by xxxx that since i didnt purchase the ticket directly thru them but it was done thru a party i needed to go thru xxxx xxxx i went back to them and was told that they will not refund me \ni then started a dispute with my credit card chase visa for the charges the credit card dispute department closed my dispute saying that the vendor stated that i did receive the services which is not true but my credit card closed the dispute after several attempts by me to reopen the dispute | dispute service list night city tour tour reason service reason process request request ticket party refund dispute credit card chase visa charge credit card dispute department dispute vendor state service credit card dispute attempt dispute | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 88 | i preordered an item on xxxxxxxx and paid with a chase credit card the merchant xxxx xxxx gave an estimated product shipment date of xxxxxxxx after waiting for this item for a significant amount of time i decided to cancel the order as it did not appear that the item would ever be completed and shipped on xxxxxxxx i requested a refund from the merchant xxxx xxxx on xxxxxxxx the merchant stated that my order was cancelled and the refund would return to the original method of payment in five business days the original method of payment was a chase credit card that i had since closed on xxxxxxxx i sent a secure message to chase requesting that the refund be transferred to one of my open chase cards i also followed up with a phone call that same week and the representative i spoke to informed me that funds that are sent to closed accounts would be sent via check through the mail and could not be transferred to any existing accounts on xxxxxxxx i received a letter from chase indicating that my disputed charge would remain on my account and the merchant is not willing to credit your account i followed up with a phone call to chase describing that this was a refund not a dispute the representative informed me that they did not have access to closed accounts i explained my previous attempts via phone and message to locate these funds they informed me to try to send a secure message again this time emphasizing that the refund i am looking for is on a closed account and that the previous representative may have looked for the refund on a different account on xxxxxxxx i sent another secure message with this information as well as the emails i received from the merchant about the refund see attachment on xxxxxxxx i received a letter from chase with similar language about the merchant is not willing to credit your account and we consider the charge valid based on the results of our research see attachment on xxxxxxxx i followed up with the merchant xxxx xxxx requesting an alternate way to receive this refund given that my credit card company apparently can not locate the funds on xxxxxxxx the merchant provided a screenshot with their records that the funds had been refunded see attachment this was my last exchange trying to resolve this between the credit card or the merchant | item chase credit card merchant estimate product shipment date item time order item ship merchant state order method payment business day method payment chase credit card close message chase request refund transfer chase card follow phone week representative speak inform fund account check mail transfer letter chase dispute charge account merchant credit account phone chase refund dispute representative inform access account attempt phone message locate fund inform message time refund look account representative look account message information email merchant refund attachment letter chase language merchant credit account base result research attachment follow merchant way refund credit card company merchant record fund refund attachment exchange try credit card merchant | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 101 | i purchase is an airline ticket on xxxxxxxx and it was xxxx dollar but the i realize it was the wrong airport so i called right away to cancel the ticket and since it was before hours so i could cancel it and get a refund which is what supposed to post in my account in days and on xxxxxxxx i got the money back so i purchase another airline ticket with the same money that i got back but it was xxxx dollar and the money was taking out of my available balance on xxxxxxxx but it was saying pending on the statement but it was out of my available balance already on xxxxxxxx the xxxx dollar was taking again out of my account but showing in my account as it was only one charge and i am not even able to see the first airline ticket or the refund on my statement because they said it was dropped charge like it was never happened but it did happenedthats not the first time this happened it did happened before but i usually get the money back after the weekend on monday but this time no it did got back i tried calling them and they explaining but they only say one thing i dont see it on the statement so why i cant see my purchase for the first airline ticket that it was refunded this is my money and i am supposed to see all the charges i made and the refund on my account i am missing xxxx dollar from my account which is got disappeared from my bank account and i need to get this money back i dont know what to do | airline ticket dollar airport call ticket hour post account day money purchase airline ticket money dollar money balance statement balance account show account charge airline ticket refund statement drop charge time money weekend time call thing statement airline ticket refund money charge account dollar bank account money | Checking or savings account+Checking account | 4 |
| 129 | this complaint is a follow up regarding a complaint xxxx filed on cfpb \n\nthe original complaint was regarding a dispute detailed below \n\nmy laptop was stolen last year and someone used my information to book two flights from two different cities headed to the same destination i immediately disputed the transactions as soon as i got a notificationi filed the complaint within an hour of getting notification that flights have been booked on my credit card chase was extremely slow to respond and didnt do due diligence and contact the airline right away to cancel the flight and get me a refund \nchase did a very poor job at investigating the incident and put the charges back on my credit card without doing a proper investigation when i asked i was told that i benefited from the transactions clearly i couldnt have flown from two different cities to the same destination later the airline also confirmed that i never took benefited from those flights chase asked me for a bunch of documents and i provided all the documents including the police report for the stolen laptop proof that the flights were booked under my name however the date of births used to book the flights were not mine clearly i couldnt have benefited from the services even if i wanted to \nthe way chase handled the dispute was extremely poor and after multiple bad experiences and inability of chase to resolve disputes i am pretty positive that chase is horrible at resolving disputes \ni am over that but this complaint i am filing is not about the original claimplease read below about this complaint \n\nplease read this carefully \n\nafter this incident i contacted xxxx and inquired about the flight they told me that they found too bookings for the same person headed to the same destination from two destinations and cancelled one of the bookings and issued a refund chase has not contacted xxxx once to resolve this issue xxxx has confirmed several times that they have issued me a refund and the money has been transferred to my bank account however chase hasnt issued me a refund whenever i contact chase they give me same old response the case has been closed i am not opening the same claim its a new complaint xxxx has issued me a refund and it hasnt been given to me by chase xxxx s customer service can not connect me to the accounting team and therefore it not possible for me to find the transaction and detailsthis is chase banks job connect with them and find out whats going on instead chase is asking me to contact xxxx and prove that the refund has been issued xxxx is telling me to have my bank contact their accounting department because its a banks job to resolve this issuesnow i am filing a new complaint demanding my money with interest and all the time chase has wasted \ni am attaching the documents that xxxx has provided me chase has asked me to provide these documents its chase s job but i am doing this ob their behalf \n\nxxxx is clearly stating that the bank has the funds they have also provided me a document showing that transaction details that the refund was applied to my account \n\nplease issue me a refund i have done everything i could have please do not close my complaint without issuing me a refund that xxxx has issued a long time ago \nenough is enough | complaint file complaint dispute detail laptop year information book flight city head destination transaction file complaint hour notification flight book credit card chase respond diligence contact airline flight refund chase job investigate incident charge credit card investigation benefit transaction city destination airline confirm benefit flight chase bunch document document police report laptop flight book date birth book flight service way chase handle dispute experience inability chase resolve dispute chase resolve dispute complaint file claimplease read complaint incident flight tell person destination destination issue refund chase contact resolve issue time issue money transfer bank account contact chase response case claim complaint issue refund customer service connect accounting team transaction job connect chase issue accounting bank job file complaint demand money interest time chase waste document chase ask document chase job behalf bank fund document show transaction detail account issue complaint issue issue time | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 130 | i purchased tickets using my xxxx xxxx xxxx chase credit card for my family of four and my two parents to go overseas from the us to xxxx for the first time last fall i purchased through a discount airline xxxx as it would not have been financially possible with another carrier our tickets were round trip not purchased as individual one way fares four tickets were purchased for my family on xxxxxxxx and my parents tickets were purchased xxxxxxxx all six of us flew from the us xxxxxxxx my family of four were set to return xxxxxxxx with my parents set to return xxxxxxxx \n\nas xxxx airlines began experiencing financial difficulties they started changing and cancelling flights my return was cancelled because my flight from xxxx to xxxx wasnt being flown i was told by xxxx if i could get to xxxx on another airline i could catch a flight from xxxx back to the us with xxxx needing to get back to work as a teacher i booked flights from xxxx to xxxx at my own expense two days later xxxx failed altogether my new tickets to xxxx were now worthless as xxxx could no longer able to get me back to the us and no other carriers had flights to my destination \n\nbecause of this i was forced to buy new tickets from xxxx to the us on united airlines for all passengers obviously this caused some serious stress throughout our trip and also some serious financial strain that was unexpected the return flight i purchased were as much as the round trip tickets i had originally purchased on wow so my airfare essentially doubled \n\nupon contacting chase when i got home i was told that i would only partially be refunded because i was provided partial service the customer service representative and supervisor both of which were friendly equated it to buying a pair of pants and a shirt if the pants were not acceptable i still have to pay for the shirt my contention is a little different i purchased round trip tickets all part of the same trip the service i purchased was to get me to my destination and get me back to my origin all as one transaction \n\ni was not left in a better position by being flown across the world and left with not so much as an email from xxxx that they were closing i incurred additional flight lodging food etc my questions for the representatives were simple but with no adequate responses \n\nif i buy a flight with a connection if i am flown to the connecting city but not flown to my destination is this considered a service should i have to pay for part of a flight \nif i pay someone to put on a new roof and they tear it off but dont put new shingles back on do i have to pay for partial service \n\nin both of these cases just like my case we were not left in a better position we were most definitely left in a much worse position if xxxx was still in business i would be asking them for a complete refund and if that did not work i would be suing them for damages according to xxxx xxxx xxxx which would have applied if they were still in business i would have been entitled to xxxx euros per flight for the original cancellation of my return as well as the cancellation of the rescheduled flight they would also be liable for lodging new flights booked food etc in total this would add up to literally xxxx \n\nyet i am being told by chase that xxxx in some way provided me something for which i should be grateful enough to pay of the original in actuality it seems much more likely that chase is not willing to take on this liability since xxxx is not here anymore to refund me the money however this is why i use my credit card to make these purchases consumer protection \n\ni have worked through multiple levels of employees but non have been empowered to make an actual decision beyond sorry company policy | purchase ticket credit card family parent time fall purchase discount airline carrier ticket round trip purchase way fare ticket purchase family parent ticket purchase family return parent return experience difficulty change flight return flight flight work teacher book flight day ticket carrier flight destination force ticket stress trip return flight purchase round trip ticket airfare contact chase home tell refund service customer service representative supervisor equate pair pant shirt pant pay shirt contention purchase round trip ticket trip service purchase destination origin transaction position fly world email flight lodge food question response flight connection city fly destination service flight roof shingle service case case position position business refund work sue damage accord business entitle flight cancellation return cancellation flight flight book food total way pay actuality liability money credit card purchase consumer protection work level employee decision company policy | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 138 | on i submitted a complaint to my bank jp morgan chase due to a charge of from my debit card which was lost and the bank did not cancel in time on said date i disputed the charge and asked to issue a new card the venue which the card was charged was a strip club called xxxx xxxx based in xxxx wa the bank credited my account for the sum but on withdrew those funds and gave them to the club in which i never have been i submitted a fraud dispute with the bank at the time and today found out that the bank chase debited my account to the venue in which the fraud dispute was made i tried to call the bank twice to discuss and was issued a new debit card as well but the charge stayed \n\nin my dispute and complaint is the bank is committing fraud on my account by siding with said merchant in which is a strip club and known for fraud activity on cards | charge debit card cancel time date dispute charge issue card venue card charge strip credit account sum withdraw fund club submit fraud dispute bank time today bank chase debit account venue fraud dispute bank issue debit card charge dispute bank fraud account side merchant strip club fraud activity card | Checking or savings account+Checking account | 4 |
| 157 | xxxx has taken or cleaned out all of my funds from my chase checking account since i discovered these multiple unauthorized transactions on my chase checking account from xxxx in ca of xxxx text i contacted chase bank representatives and told them about my unauthorized charges the chase bank representative looked into the unauthorized charges on my checking account and transferred me to the claims department the chase claims department specialist filed a claims against xxxx xxxx the chase claims department specialist closed my current chase credit card and put in another new chase credit card to be delivered expeditely i explained to the chase bank representatives that i never made any purchase nor charge anything with xxxx on chase bank allowed xxxx xxxx to take all of my funds from my chase checking account which is unethical | fund chase transaction chase checking account text contact representative charge chase bank representative charge account transfer claim department file claim specialist chase credit card chase credit card bank purchase charge chase account | Debt collection+Credit card debt | 4 |
| 160 | on more than one occasion my bank chase has charged me multiple overdraft fees towards my account and it has to do with the way they process charges as they hit my account they will take the largest item first which will overdraw my account and then charge smaller items afterwards back on xxxxxxxx this very same thing happened we had a balance of and i had charges come in to my accountone for one for and another for the bank ran all of these in that order and subsequently charged me overdraft fees in the amount of each when i called to complain about this practice they said they do it that way because they feel that larger items are more important items like house payments car payments etc the bank has reimbursed us before for this practice but told me this is a onetime courtesy and will not do it again \nhad those charges been done in reverse order we would have had only one charge in my opinion as well as the rep from your agency this is a shady business practice and a way for a bank to make more money off of people struggling to make it through until payday \nand this continues to happen to this day | bank chase overdraft fee account way process charge item overdraw account item thing balance charge accountone bank run order overdraft fee call complain practice way item item house payment car payment bank reimburse practice onetime courtesy charge order charge opinion business practice way bank money payday day | Checking or savings account+Checking account | 4 |
| 177 | i noticed a suspicious charge on my account in the amounts of xxxx and xxxx i called xxxx to enquirer about the transaction and discovered it originated from xxxx \nseller s name xxxx xxxx seller s email xxxx seller s transaction id xxxx transaction date transaction amount usd your transaction id xxxx case number xxxx spoke with rep at xxxx xxxx that said they will get in contact with bank \nxxxxxxxx at xxxx xxxx date from xxxx customer solutions department to jpmorgan chase re nsf fees im writing in response to the nonsufficient funds nsf fees that our mutual customer xxxx xxxx received as a result of an unauthorized transaction using xxxx \n\nthe nsf fees were charged because of one or more xxxx transactions initiated on xxxx for we investigated the transactions and found that they were not authorized by the account holder \n\n\ni understand that xxxx xxxx is requesting that you waive some or all of the fees for these unauthorized transactions this letter is to confirm that they did not authorize the transactions that caused the nsf fees \n\nsincerely xxxx xxxx customer solutions department on i spoke with chase bank rep xxxx in person at the bank and was told that additional charges could not be waived \non discovery that additional charges were made to my account for unauthorized transactions and despite a lettercall from xxxx to waive said charges i made another phonecall on and spoke with xxxx and asked again for charges to be waived i was told no they can not subsequently i notified them that i would be filing a complaint with consumer financial protection bureau hence this complaint to your office | charge account amount email seller transaction transaction date transaction usd transaction case number bank date customer solution department fee response nsf fee customer result transaction fee charge transaction transaction authorize account holder fee transaction letter transaction fee customer solution department charge discovery charge transaction charge phonecall charge waive file complaint consumer office | Checking or savings account+Checking account | 4 |
| 178 | when booking a hotel with xxxx i checked the properties listed as the stay being in one of the four there was not a listing for xxxx xxxx xxxx xxxx and one other was shown again no xxxx listing i stayed at the xxxx in and it was terrible feeling safe i hit book it now and what turns out to be the property the xxxx xxxx hid the name xxxx by using the name xxxx i immediately called xxxx to rebook to another property xxxx service center ran me around in circles and told me the us service center wasnt open until normal business hours called there and got xxxx again disputed the charge with chase even though i told them this was fraud they refused to help in any fashion chase credit card services refused to help despite this being blatant fraud | book property list list feeling book property rebook service center service center business hour call dispute charge chase fraud fashion chase credit card service help fraud | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 196 | chase bank refuses to reverse a completely fraudulent charge from xxxx that was not authorized by me i have contacted both chase and xxxx to solve the matter amicably but they both refuse to reverse the charge that was billed fraudulently i informed both chase and xxxx that my computer had been accessed without my knowledge and billed as my xxxx and credit card credentials are saved in my computer my personal computer had a series of new browser history in which i had not searched websites i had not visited and numerous other indications that someone had been using my computer xxxx is taking advantage of the matter by agreeing that it was a fraudulent charge but keeping the money regardless \n\nthey stated the following my name is xxxx and i work here at xxxx \n\nthank you for reaching out although im sorry to hear about this situation \n\nwe are also unable to intervene when credentials ex device andor accounts are shared so we are unable to mediate or assist with this dispute chase sapphire preferred has been equally unhelpful stating that xxxx has supplied evidence of the charge my ip address id and email after i had already informed them that all the aforementioned is accessible from my computer as xxxx has a copy of my driver s licence saved as a verified user and there is a copy of my driver s licence my computer my computer was used ip address match and the login to my email and xxxx is saved and so is my credit card for quick checkout i have spoken to several representatives who are snarky condescending and smug \n\nthe following is information regarding the fraudulent charge \n\nconfirmation code xxxx total cost fri xxxxxxxx mon xxxxxxxx my card type chase sapphire preferred if the matter is not resolved i am planing on legal action i am also filing a police report i will be closing all accounts with chase xxxx and prompting all of my family members to do the same | charge contact chase matter charge bill chase computer access knowledge credit card credential computer computer series browser history search website indication computer advantage matter charge money state follow situation credential ex device account share assist dispute chase sapphire state supply evidence charge ip address d email inform computer licence user copy driver licence computer computer ip address match login email credit card checkout snarky follow information charge confirmation cost type chase sapphire matter resolve action file account chase family member | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 198 | i overdrew my account due to errors related to my xxxx xxxx transactions for and on resulting in two overdraft fees of each one stoppayment fee of and additionally two returned payment fees of each on xxxx bill of and my electric bill of i called many times to get those fees reversed they only waived out of the total of in overdraft and other fees charged to my checking account | overdraw account error overdraft fee fee payment fee call time fee reverse overdraft fee charge check account | Checking or savings account+Checking account | 4 |
| 210 | on a technical training company charged my debit card for a product i did not request i called them for an online training course i needed to secure work and they told me to purchase the course from their website that day i followed their instructions but the course i was sent via email was not the course i requested from them i did not use the course they sent and called their agent immediately the agent blamed me for getting the incorrect course and demanded more money if i wanted the course i requested further attempts to get assistance from the company were not successful i contacted my bank to file a complaint my bank issued a temporary credit but later reversed the credit and awarded the money to the tech training company i hired a lawyer to attempt to resolve the issue but training company would not issue me the course i requested or give me my money back i tried to reopen the complaint with my bank but they told me i had no recourse i sent a letter to the executive office of the bank to register my grievance i still dont have my course or my money | training company charge debit card product request training course work purchase course website day follow instruction course email course request use course call agent agent blame course demand money course request attempt assistance company bank file bank issue credit credit award money tech training company lawyer attempt resolve issue training company issue course money recourse letter bank register grievance course money | Checking or savings account+Checking account | 4 |
| 215 | on my chase sapphire credit card received a charge in the amount of from xxxx which i did not authorize on i immediately opened a dispute in the local chase branch at that time chase gave me a temporary credit for the charge a few days later i canceled the card to refrain from my credit card being charged again fraudulently however on the unauthorized charge reappeared on my card again in addition on i received a letter from chase written advising that they received verification of the charge yet it was a fraudulent charge that i did not authorize therefore it is impossible for their verification to be accurate and i should not be held responsible for the charge chase has closed the dispute and rebilled the charge amount of to my card plus interest i am not happy with the way this matter has been handled as a result i do not appreciate the security measures that chase offers in protecting my account from unauthorized usage | sapphire credit card charge dispute chase branch time chase credit charge day card refrain credit card charge charge reappear card addition letter chase advise verification charge charge verification charge chase dispute rebille charge card interest way matter handle result security measure chase offer protect account usage | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 228 | to supervisor i wish to make a complaint regarding the case managment of xxxx xxxx i would like to bring to the attention that mr xxxx failed to properly communicate with me and my representative i received the following calls from mr xxxx xxxx at xxxx xxxx he left voice mail \nxxxx at xxxx xxxx we spoke briefly and i asked him to call back at noon \nxxxx xxxx at xxxx xxxx he left voice mail \nxxxx at xxxx xxxx i left voice message for a return call his voice message indicated a return call within hours \nxxxx at xxxx xxxx i left another voice messsage for return call \n\ndue to not returning my calls and the importance of my issues i reached out to my representive from xxxx who began making calls to mr xxxx on my behalf i am sure she made notes on the date and time she left several messages there was even a little joke on when mr xxxx was going to return her call she said watch he is going to call her when he is about to walk out the door later that day i forgot what day it was be mr xxxx sure enough called at xxxx according to his outgoing voice message he gets off at xxxx having dealt with sneaky tactics by chase for years i could only shack my head \n\nat the time i needed to speak directly with him having worked in an environment where i need to stay on top of clients and files i know that a supervisor needs to be notified when there is a failure to meet expectations i expected a phone call to verbally answer questions i did not get that nor did my representative | supervisor complaint case managment attention representative follow call voice mail noon voice mail voice message return voice message return hour voice messsage return return call importance issue behalf note date time message joke return door day day accord voice message tactic chase year shack head time need work environment client file know supervisor failure meet expectation phone question representative | Mortgage+FHA mortgage | 4 |
| 263 | xxxx xxxx and xxxx i have recently used my atm card make withdrawals in a foreign country i accept the fee charges from the foreign country banking institution and an additional xxxx fee from my bank i noticed in the months mentioned i being charged an additional xxxx or xxxx service fee i contacted my bank to inquire about the addituonal fee being charged to my surprise i am being charged an exchange rate fee to clarify whenever i use an atm in a foreign country i will be charged this fee additionally if i make a purchase using my atm card i get charged for conversion to us dollars in otherwords i cannot use my atm card in a foreign country unless i pay whatever additional exchange rate fee they want to charge my account plus a fee for conversion from foreign money to us dollars conversion is automatically done by the computer if i make a purchase and use my card for payment regardless if it was paid as a debit or a credit card | card withdrawal country fee charge country banking institution notice month mention charge service fee bank fee charge surprise charge exchange rate fee clarify country charge fee atm card charge conversion dollar otherword atm card country exchange rate fee want charge account fee conversion money dollar conversion computer purchase use card payment debit credit card | Checking or savings account+Checking account | 4 |
| 264 | over a year ago i paid a year in advance for a web site hosting plan after a few months and not completing the proposed project i took the lose and moved on then out of the clear this hosting service tried to bill me for another year in advance for their service which i did not need i contacted this company several times explaining that i no longer need or wanted their services to no avail as they never responded to my emails finally i called the company and the man i spoke with apologized and said he would clear their error shortly after this i noticed that this company charged my account i called the bank chase and explained what had occurred they returned the funds to my account then last month the bank paid this hosting company again enough is enough it appears that their customer service personal located in never never land need better supervision so here i am again dealing with more foreign incompetent personalyikes | year year advance web site host plan month project move host service bill year advance service contact company time need service avail respond email company man speak error company charge account bank chase return fund account month bank host company customer service land supervision deal | Debt collection+I do not know | 4 |
| 284 | i purchased an online ecommerce course in hope of learning an effective way to start an online store the course was created by a guru named xxxx xxxx in numerous advertisements for the course both written and video xxxx claims that there is a day guaranteed return with no additional requirements upon opening and viewing the early parts of the course i realized that the startup costs are higher than xxxx deemed necessary to start the business in his marketing messages after about days i decided to return the course once finding out it resembles a scam and is not a legitimate way to start a business and went online for more information about returns once i visited the xxxx xxxx website i see a page with a return policy that includes several unreasonable requirements for return xxxx lists that for a refund the user must complete a long module in the course within the day period in addition the user must submit evidence of their coursework before being considered for a refund the amount of coursework required was very long and unreasonable for someone who decided they no longer want to keep the course given that i am a student and work part time i was not spending precious time working on a course i no longer had belief in under any circumstances other than those listed on the website the customer support team did not accept returns even after i emailed them about my situation i had agreed to a three month payment plan of a month before buying the course since i was denied a refund i ended up having automatically removed from my account on the xxxx of xxxx xxxx and xxxx i disputed the charges with my bank chase on i explained the situation in a letter and provided printouts of xxxx xxxx website as evidence of the misleading advertising and unreasonable refund requirements he places on buyers i also included a heavily supported xxxx post from an internet user who had a similar experience to mine and viewed xxxx xxxx as a scam after his experience with the course the bank accepted my argument and refunded me for the withdrawn in xxxx and xxxx however they refused to reimburse me for the xxxx payment the first payment from xxxx was billed to me on according to the bank since i filed my claim on xxxxxxxx it was days after the first charge and therefore the xxxx charge fell out of their day policy for refunds through claims however i find it unusual for chase to agree with a customers evidence about a seedy business practice and proceed to only partially refund the victim regardless of their policy a transaction that has been considered faulty needs to be reimbursed in full chase had already given me a full reimbursement for all three payments in however a month later they bring up their day policy and make an unauthorized withdrawal of from an account that was linked to mine which belonged to a relative my frustration became so high that i immediately proceeded to close my account following their refusal to reimburse me following my account closing chase apparently believed it was within means to instead remove the money from an individual account with a completely different account holder my mothers account was not involved in this transaction but was affected regardless due to chase overstepping its boundaries and compensating for the from an account that was completely separate from my identity and unrelated to this dispute my mothers name was not involved at all in my transactions with xxxx xxxx and my name was not on her account therefore this is a very fraudulent and unethical practice and not a fair proper way to resolve this issue it is also perplexing that chase did not acknowledge this day policy when initially reimbursing me fully and giving me the ok to spend the money overall i am very frustrated with the way chase has treated two of its former customers especially given that we became victims of a scam and intend to take legal action if not reimbursed | ecommerce course hope way store course guru name advertisement course video claim day guarantee requirement view part course start business marketing message day return course scam way business information return page return policy requirement return list user module course day period addition user evidence coursework coursework decide course student work time time work course belief circumstance list website customer support team return email situation month payment plan month course refund end account charge bank chase situation letter evidence refund requirement place buyer post internet user experience view argument refund payment payment file claim day charge charge fall day policy refund claim chase customer evidence business practice victim policy transaction need reimburse chase reimbursement payment month day policy withdrawal account frustration account follow refusal reimburse follow account closing chase money individual account holder mother account transaction chase overstep boundary compensate identity dispute mother transaction practice way resolve issue chase day policy spend money way chase treat customer victim scam action | Checking or savings account+Checking account | 4 |
| 286 | jp morgan chase keep putting a charge off from xxxx on my credit report as if the chargeoff is current the original card was a chase xxxx xxxx xxxx i recently was denied a personal loan because i had charge off debt from jp morgan dated xxxx i receiving jp morgan number xxxx from the bank that denied me i was informed that jp morgan credit service knew the debt was charged off and they kept reporting it a current on purpose they informed me to get it removed i need to contact the credit bureau the credit bureau stated jp morgan is reporting it as current which is not true jp morgan is using unfair credit practices i believe they jp morgan chase is doing this to other customers and needs to be stopped | charge credit report chargeoff card chase loan charge debt service debt charge report purpose inform contact credit credit practice customer | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | 4 |
| 307 | during the month of xxxx i lost my credit card and fraudulent charges were on my account for my chase amazon visa ending in xxxx adding up to i contacted chase amazon visa and notified them of the charges there was a fraud case started and they applied a temporary credit to my account in they reversed the charges back to me i contacted chase and was told that they had multiple evidence that the charges were made by myself since i knew that was false i asked them to provide me the socalled evidence i was provided with screenshots of the orders going through which only shows the purchase and email address and phone number which is not enough evidence in today s technology world the email on the order is not my email the phone number is not my phone number or any other connection to myself i made a police report within the city i reside in and i provided chase amazon visa the police report and i asked them to reopen the case since they had false information of the order being placed by myself i was provided a letter after and said they found no evidence of fraudulent charges and i would be responsible for the charges when asking what they are basing their decision on and to provide me in writing of their conclusion i was told they can not do that as a consumer i am entitled to know what i am paying for and why also why i am responsible for an email and phone number that is not mine i am contesting their decision and charges placed during xxxx i would like the consumer financial protection bureau to evaluate this situation and help since my rights have not been exercised from chase amazon visa ending in xxxx \n\nthank you xxxx xxxx | month credit card charge account chase contact chase charge fraud case credit account reverse charge contact chase evidence charge ask evidence order purchase email address phone number evidence today technology world email order email phone number phone number connection report city reside chase visa report case information order place letter evidence charge charge base decision writing conclusion consumer entitle email phone number contest decision charge place consumer situation exercise chase | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 322 | this is related to the transactions charged to my account via debit card charges on i had made a few debit card purchases in xxxx using my chase debit card on receiving my statement i see multiple of these transactions and all of these transactions are showing this to be an atm withdrawal from an atm address in xxxx with the withdrawal being in xxxx currency rupiah i have never visited xxxx so i could not have withdrawn amount in xxxx currency moreover i have enough evidence to show that i was in xxxx on and around this seems to be a incorrect or fraudulent transaction caused by chase bank or their associate bank operating in xxxx i am not able to take this up with chase bank as they claim that their investigation with the atm provider shows this to be a valid charge though i have evidence to show that i was in possession of my debit card and present in xxxx at that time\n\nfurther to this the account has been forcibly closed without my consent with the reason provided as too many transaction where i have clearly mentioned that these transactions are unauthorized | transaction charge account debit card charge debit card purchase chase debit card statement transaction transaction address currency currency evidence transaction bank bank bank claim investigation provider show charge evidence possession debit card time consent reason transaction transaction | Checking or savings account+Checking account | 4 |
| 357 | i am appalled at this situation with chase i have spent over months now trying to get this issue resolved at this point ive exhausted my options to resolve the issue on my own and chase has not done anything to facilitate the issue \n\nmy chase checking account had three fraudulent actions on xxxxxxxx there were two credit transactions for and with description xxxx xxxx trialcredt on xxxxxxxx there was a debit of with description xxxx xxxxt newaccount \n\nwe were on vacation that week and werent actively monitoring our transactions we were on a xxxx xxxx out of xxxx xxxx we departed on xxxxxxxx and returned on xxxxxxxx on xxxxxxxx we were reviewing our finances on xxxx and noticed these three charges at first i contacted xxxx to see if they had an account opened in my name maybe i made a mistake and didnt recognize the chargeaccount they had no accounts opened under myself or my wife so said i needed to work with my own bank s fraud department so that they can resolve i contacted chase to alert them that these were unauthorized fraudulent charges i was told it would be taken care of without issue and a temporary credit would be issued for the i explained my thesis the two credits were done to verify the account at xxxx and once done they were able to deduct the later on i was told i was absolutely correct \n\non about xxxx theres no notice or letter on the site but chase can verify the date i received a letter in the mail stating that my claim was denied and the was going to be removed from my account i immediately called chase to ask why and they indicated they had not received the letter back attached which required review the transactions you are disputing and thoroughly answer all of the questions sign the form and return it by the date above to avoid a delay or denial of temporary credit \n\ni told them that i had not received the letter or maybe i overlooked it as an account disclosure as it wasnt obvious to me that i needed to do anything further after initially reporting the fraudulent charges i went to the bank branch to expedite the process of getting the forms signed and the banker said she faxed the forms i sent them back the signed forms and a separate letter detailing what had occurred i dont have a copy of it but its basically everything ive written so far part of their denial was related to the two credit transactions which they had not included in the original claim i said i had noted that those were fraudulent previously \n\ni called about a week later and they said that the original claim was still denied i asked if they had received the signed letter to which they replied no i went back to the bank branch and signed the form again i took the form and faxed it along with my explanation letter on xxxx which they then opened a new claim for the two credit transactions the credit transactions of total were removed from my account \n\nthere have been numerous phone calls to chase in between looking for status updates and it basically went unreviewed for about a month in the process chase indicated theres a day window to request funds back from a merchant i said i reported it within that time to chase i pleaded with them to call xxxx xxxx they said they cant make outgoing phone calls are you kidding me after about a month one time when i called again and they said that the claim was denied because the courtesy credit was submitted late because they didnt have the forms although they reopened as a courtesy to me on xxxx but that the merchant denied after two separate requests \n\nthey lied they said i would need to reach out to the merchant which is a bank i called xxxx direct again and explained my situation they couldnt be kinder and more understanding they again verified that they dont have accounts opened in my or my wife s name however i explained the situation and their fraud department looked up the transaction using my chase account number and the amounts the agent validated that the account those funds had gone and come from and the account had been flagged as fraudulent and frozen they say saw the trialcredits were sent back to their institution but that there was no record of the being claimed by chase as fraud they said the money is sitting in the account at xxxx and chase just needs to submit the claim and theyll return as a regulatory requirement theyll honor those requests for up to a year so after further questions to chase it turns out my requests were denied by chase s research department not the merchant hence the lie ive given more than enough information to explain the situation and they took forever to basically ignore \n\ni called chase back and they said theyd escalate again given the circumstances i called on tuesday xxxxxxxx and they said i could call back in business days to see if theres a resolution they dont have the courtesy or ability to call me i called on thursday xxxxxxxx and they said did a supervisor call you to which i replied no they said i needed to call to get an update they replied well it will take business days so try back later \n\nhere s the deal i had three fraudulent transactions that i reported to chase in less than two months after occurring they have not claimed the funds even though they were unauthorized fraudulent charges ive spent countless hours on the phone explaining the case providing information even contacting the other bank who told me what chase needed to do in the end this feels like im being taken advantage from as i am the one liable for the unauthorized ach transaction im pretty sure theres a regulatory requirement against that | chase spend month issue resolve point exhaust option resolve issue chase facilitate issue chase checking account action credit transaction description description vacation week transaction notice charge chargeaccount account wife fraud contact chase alert charge tell care issue credit issue thesis credit verify account deduct notice letter site chase verify date letter mail state claim deny account chase ask letter review transaction dispute question sign form return date delay credit letter account disclosure need charge bank branch expedite process form fax form sign letter detail copy denial relate credit transaction claim call week claim sign letter reply bank branch sign form form fax explanation letter claim credit transaction credit transaction remove account phone call chase look status update month process chase day window request fund merchant report time chase phone call kid month time call claim courtesy credit merchant request lie merchant bank call situation understanding verify wife situation fraud department transaction chase account number amount agent validate account fund account flag see trialcredit institution record claim chase fraud money submit claim requirement request year question chase request research department merchant lie information situation call chase escalate circumstance call business day resolution ability call supervisor reply need update reply business day deal transaction report month fund charge hour phone explain case information bank need end advantage ach transaction requirement | Checking or savings account+Checking account | 4 |
| 359 | this is so unfair its also unacceptable and unconscionable \nthe three nsf fees charged on xxxxxxxx were all for transactions that were completed when the account was positive right after my payroll deposit was made on the xxxx of xxxx but due to a banking holiday labor day chase accounted was pushed back by a day and i have to pay the price \nif any nsf fee should have been charged it should have been for the transaction to xxxx xxxx only \nthis is highway robbery | nsf fee charge transaction account payroll deposit banking holiday labor day chase account day pay price nsf fee charge transaction highway robbery | Checking or savings account+Checking account | 4 |
| 367 | xxxxxxxx \n\nthis happens regularly \n\nthe account will have some amount of money and two charges will go through\n\nthe bank will take charges such that they can get two overdraft fees\n\nif i have in the account and there are two charges let s say and then this bank will take the transaction first balance of and then another balance of if they had taken it the other way around and then it would have only necessitated one overdraft fee \n\nacct xxxx | account money charge bank charge overdraft fee account charge bank transaction balance balance way overdraft fee acct | Checking or savings account+Checking account | 4 |
# Print the first 10 Complaint for each of the Topics
temp =df_clean[['complaint_text','Complaint_clean','category','Topic']].groupby('Topic').head(10)
temp.sort_values('Topic')
| complaint_text | Complaint_clean | category | Topic | |
|---|---|---|---|---|
| 1 | good morning my name is xxxx xxxx and i appreciate it if you could help me put a stop to chase bank cardmember services \nin i wrote to chase asking for debt verification and what they sent me a statement which is not acceptable i am asking the bank to validate the debt instead i been receiving mail every month from them attempting to collect a debt \ni have a right to know this information as a consumer \n\nchase account xxxx xxxx xxxx xxxx thanks in advance for your help | morning help bank service chase debt verification statement bank validate debt mail month attempt debt information consumer chase account help | Debt collection+Credit card debt | 0 |
| 69 | someone called stating i had felony committed under my social security number and name took xxxx out of my checking account to secure my assets stating from police department | state felony security number check account asset state police department | Checking or savings account+Checking account | 0 |
| 14 | my grand son give me check for i deposit it into my chase account after fund clear my chase bank closed my account never paid me my money they said they need to speek with my grand son check was clear money was taking by my chase bank refuse to pay me my money my grand son called chase times they told him i should call not him to verify the check owner he is out the country most the time date happen check number xxxx claim number is xxxx with chase | son deposit chase account fund bank account pay money speek son money bank money son call chase time check owner country time date check number claim number chase | Checking or savings account+Checking account | 0 |
| 17 | with out notice jp morgan chase restricted my account by my debit card tuesday on thursday i went into a branch after being advised by a customer service representative that my account would actually be closed i went into the branch to see how i can remove the funds that are in there currently in as well as if my direct deposit from my place of employment would be returned the bank associate and the customer service representative assured me that the funds would post but they may take an additional business day that saturday i attempted to go inside of a branch yet again to retrieve my funds that actually did post on friday upon looking at my account i realize that the funds have been reversed and no longer were present on my current statement ive been called and i was told that it may take two business day stating tuesday xxxxxxxx would be the date that my funds would be available to withdraw from a bank teller only now chase is informing me that i will be mailed a check into the three business days to recover the funds that are owed to me and left in my account currently unfortunately this has put me in an additional financial bind do two fees from late rent late car payments etc i am not being a short or giving written notice that these things will actually occur so that i have peace of mind in fact chase has handled my situation grossly i even had a bank teller inform me that my account looks suspicious after giving me a suspicious look myself although i know that chase reserves the right to close my account at any time i do believe that their protocol has been in the past to give notice in the form of a written document i am not being a shored or giving written notice that these things will actually occur so that i have peace of mind in fact chase has handled my situation grossly i even had a bank teller inform me that my account looks suspicious after giving me a suspicious look myself although i know that chase reserves the right to close my account at any time i do believe that their protocol has been in the past to give notice in the form of a written document this situation is truly affecting my livelihood and they dont seem to want to deal with me professionally thank you | account debit card branch customer service representative account branch remove fund deposit place employment return bank customer service representative fund post business day branch retrieve fund look account fund reverse statement business day state withdraw bank teller chase mail check business day recover fund owe account bind fee rent car payment write notice thing peace mind fact chase situation bank teller inform account look know account time notice form document shore write notice thing peace mind fact chase situation bank teller inform account look know account time notice form document situation livelihood deal | Checking or savings account+Checking account | 0 |
| 43 | chase sent me an email today with the innocuous title important information regarding changes to your chase account they often use similar titles for ads and other communications \n\nin it they force me into binding arbitration despite that never being something i had agreed to and never being a part of any contract between me and them \n\nthey do include a method to opt out but have no additional information about the consequences many other people ive seen who have had a similar problem are afraid that chase will close their account if they opt out and even more egregiously despite chase simply sending an email doing this they require me to mail them a letter with my personal information enclosed in order to opt out \n\nthis is clearly less secure and a massive loss of both my time and money that is clearly being used solely to dissuade people from opting out \n\nthis is blatant malpractice by chase | chase email today title information change chase account title ad communication force bind arbitration contract method information consequence problem chase account opt chase email mail letter information enclose order opt loss time money malpractice chase | Credit card or prepaid card+General-purpose credit card or charge card | 0 |
| 42 | my card went missing and i didnt realize it until today i checked my email and they said there has been deposits and money taken out again i had in my bank account and its gone | card today check email deposit money bank account | Checking or savings account+Checking account | 0 |
| 35 | i opened the saving account for the bonus i was supposed to received the bonus after consecutive auto transfers from checking to savings i notice on that automatic transfer was cancelled for not enough funds into my checking s account therefore i put enough funds in my account on requested that the executive team reactivate my automatic transfer for the month of xxxx although ms xxxx reached out to me from the executive office she failed to try to resolve my concerns case xxxx | bonus auto transfer check saving notice transfer fund check account fund account request team transfer month office fail concern case | Checking or savings account+Savings account | 0 |
| 24 | mishandling of this account by chase auto and xxxx | mishandle account chase auto | Vehicle loan or lease+Loan | 0 |
| 92 | in several transactions on my chase checking account was fraudulent so i filed a report with chase instead of helping me chase closed all my accounts and refused to have a banking relationship with me from then on then chase froze all my money for a month and eventually sent me a balance after i had filed a complaint with cfpb now a month later chase tries to collect in debt that i have no idea where it came from chase said the balance was a result of a fraudulent transaction that chase decided that i was responsible for | transaction chase account file report chase account banking relationship chase money month balance file complaint month chase debt idea chase balance transaction chase | Debt collection+I do not know | 0 |
| 27 | i opened an account with chase bank on xxxx and used a code for xxxx bonus i called to follow up on xxxxxxxx about the terms and was told everything was on the account and once i made xxxx direct deposit the bonus would be paid out in days as of xxxx i had made the required deposits and was told my account never had the coupon code applied and it was past the days to do so so no bonus would be paid | account follow term account deposit bonus pay day deposit account coupon code day bonus | Checking or savings account+Checking account | 0 |
| 65 | i opened the chasexxxx xxxx rewards credit card at the time i was verbally told that the offer was xxxx rapid reward points and a companion pass after spending xxxx in the first three months i followed a link provided to open the credit card now they are saying that the offer was over at the time and they have given me a much less valuable signup promotion that doesnt include the companion pass the companion pass was the entire reason we signedup and the reason the card was promoted to me they have informed me that the offer was from jan and that my cc shows approval on the xxxx xxxx the supervisor i spoke to said that they specifically dont send out offer details to confirm your offer when you sign up thus denying me evidence but also that they cant fix it without this evidence i feel that their offer and subsequent actions are fraudulent and constitute deceptive practices when i spoke to xxxx they acknowledged that it doesnt seem right but stated that chase is the one who has to authorize the deals so the error was definitely on their end | chase reward credit card time reward point companion pass month follow link credit card offer time promotion companion companion reason signedup reason card promote inform offer speak offer detail evidence evidence action constitute practice state chase authorize deal error | Credit card or prepaid card+General-purpose credit card or charge card | 1 |
| 52 | my roommate was stealing my chase debit card and drivers license pretending to be me and withdrawing money from my account he admitted that he figured out my pin because it happens to be the same as my phone password \n\nhe also admitted that he would sneak into my room while i was sleeping and put the card back before i woke up \n\nhe apologized but says he spent the money i tried to dispute this with chase but they claim that since my debit card pin number was used that they cant prove it wasnt me \n\nalthough they advertise that i have fraud protection they refuse to give me my money back \n\natm withdrawl xxxxxxxx atm withdrawl xxxxxxxx atm withdrawl xxxxxxxx atm withdrawl xxxxxxxx atm withdrawl xxxxxxxx atm withdrawl xxxxxxxx | roommate chase debit card driver license money account admit figure phone password sneak room sleep card apologize money dispute chase claim debit card pin number fraud protection money | Checking or savings account+Checking account | 1 |
| 50 | i am a senior citizen that has been scammed by several companies from xxxx to xxxx i have paid over to these time share companies and they have did nothing at all they were all misleading and i have tried to get a refund from them and my credit card i have been unsucceful i have all the information on every company that i have paid | citizen time share company misleading refund credit card information company | Credit card or prepaid card+General-purpose credit card or charge card | 1 |
| 32 | my chase amazon card was declined for a catering order i had placed for my brothers funeral in the amount of i contacted chase around noon today and was asked the last numbers of my chase savings account and the other user on my account i responded that i did not have a savings and i am only authorized user customer rep told me they would call me back in minutes to keep the line open i didnt receive a call back after an hour so i contacted chase from the first call i thought someone was using my card fraudulently i spoke to the rep who transferred me to a supervisor xxxx who said the card was activated and the transaction would process called the catering company and card was declined i then used my xxxx xxxx card to pay for the order xxxx xxxx texted me asking if i was authorizing purchase and i responded yes contacted caterer and xxxx xxxx was declined i contacted chase again spoke to rep was told the initial questions are used to trick people to see what there answer would be she told me the cvv code was incorrectly being input by the caterer and i responded that i had gone over the numbers and cvv used was correct she told me the card was cleared for the purchase and she would monitor it for hours called caterer card declined use a mastercard which processed went to use chase amazon at restaurant at xxxx pm tonight in the amount of it was declined i was told by chase i was not over limit still frustrated figuring out multiple declines after several conversations with chase stating the card would be ok to use embarrassed as the caterer kept suggesting i was over my limit which i pay my card in full every month and chase confirmed that i was under my limit with the transaction never been declined by either chase or xxxx xxxx before today after multiple assurances that i was all set and card would be monitored to make sure transaction would clear it never did | catering order place brother contact chase noon today number chase saving account user account respond user customer minute line hour contact chase card supervisor card transaction process catering company card card pay order purchase respond contact caterer contact question trick respond number cvv card purchase monitor hour call caterer card decline use mastercard process chase tonight decline chase limit figure decline conversation chase state card use caterer limit pay card month chase confirm limit transaction decline today assurance card monitor transaction | Credit card or prepaid card+General-purpose credit card or charge card | 1 |
| 64 | chase is marketing credit cards to those of us with good credit like its going out of style be careful the marketing is not clear if you already have a swa chase personal card do not apply for the new one online this has sent me through a xxxx triangle wasting my time and therefore money \n\nit appears in the middle of chase expanded their undisclosed rule to include all cobranded cards not just swa yet the marketing machine continues to ignore this policy and the agents on the phone are not well trained i am contacting the credit bureau bc two of the cards opened are not mine that is the silver lining here \n\nhowever the issue with incessant marketing of their branded cards to customers plus this confusing rule and lack of agent phone training is false advertising the information is still relatively opaque as chase never comments on the rule but multiple reader and community data points suggest denials due to for cards previously exempt \n\ncfpb staff please help educate consumers and hold the big banks accountable for deceptive trade practices i do not believe this is intentional on chase s part but the second to last agent did encourage me to file a complaint here so be it \n\nthank you \n\nxxxx | chase marketing credit card credit style marketing chase card online send time money chase rule card swa marketing machine policy agent phone train contact credit lining issue marketing brand card customer rule lack agent phone training advertising information chase comment rule reader community point card cfpb staff help consumer hold bank trade practice chase agent encourage file complaint | Credit card or prepaid card+General-purpose credit card or charge card | 1 |
| 23 | i have a chase credit card which is incorrectly reporting data on my credit report the company is not helping resolve the issue | chase credit card datum credit report company issue | Credit card or prepaid card+General-purpose credit card or charge card | 1 |
| 93 | on we purchased a service with xxxx xxxx xxxx xxxx also known as xxxx xxxx xxxx xxxx by xxxx xxxx for our group of people to go to various islands and snorkeling activities out of xxxx the bases of the dispute is that xxxx xxxx xxxx xxxx took us to island only and did not follow thru with the itinerary that had been planned out most of the conversation was over the phone at the end of the day with much confusion xxxx xxxx xxxx xxxx charged my card for services not rendered this is the cause of the dispute i tried dealing with xxxx xxxx xxxx xxxx and they were not budging on refunding us partial payment due to not following the itinerary that had been planned so i then went to my credit card chase sapphire dispute department to resolve the issue after many many phone calls and months of dealing with this dispute our credit card has sided with xxxx xxxx xxxx xxxx word over ours on what went on that day basically xxxx xxxx xxxx xxxx has continuously lied about the events that day and even said they gave us a credit which was also another lie i have spent so much time on this and can not believe that we as customers with a very good history have to deal with our credit card on this level \n\nthere was another large group lead by xxxx xxxx on this excursion who also felt they were not given what was promised that group also disputed the charges and was refunded the money by their credit card company \n\non the attached pdf pages give details of what went wrong that day | purchase service group island snorkeling activity basis dispute island follow plan conversation phone end day confusion card service render dispute try deal payment follow plan credit card chase dispute department resolve issue phone call month deal dispute credit card side day event day credit lie time customer history deal credit card level group lead excursion promise group dispute charge refund money credit card company pdf page detail day | Credit card or prepaid card+General-purpose credit card or charge card | 1 |
| 94 | i am writing you to file a complaint about an unresolved issue with my credit card chase and their benefit and travel departments this has been my second travel related credit issue with chase my first experience with chase was also about a credit that they were supposed to process chase was either unresponsive or slow i finally ended up contacting the airlines directly and got a much quicker response and resolution from them \n\nmy more recent issue with chase has been my most stressful and frustrating experience when dealing with any credit card company or for that matter any other company that offers products or services i am a chase sapphire card holder who has been using the card regularly for purchases amounting to hundreds or thousands of dollars every month i have an excellent payment history with most of the bills paid in full every month \n\n\nin xxxx of i bought my xxxx airline ticket for an overseas trip through chase using my accumulated chase points my father passed away overseas a week before my trip i had to cancel my original trip and leave immediately so i called chase to cancel my ticket despite under a lot of stress and in grief i had to be on the phone with them for hours i was put on long holds transferred to different departments and still did not receive a definitive answer about cancelation of my trip and credit to my account \n\n\naccording to the last customer representative that i spoke with that night they had to send an email to a different department and that i could follow up with them the following week by tuesday or wednesday as they would have processed my cancelation by then unfortunately it is extremely difficult if not impossible to be calling from overseas and be on the phone with the credit card company for hours i had to authorize my husband to follow up on my behalf the following week before his upcoming trip overseas as he had to leave on xxxxxxxx which was our original plan \n\n\nmy husband called them few times and went through the same process of being on the phone for hours either being on hold or being transferred to different departments he spoke with the main customer service the benefits and the chase travel initially a representative advised him to contact xxxx directly to cancel my ticket finally after further research the same representative that he spoke to in the benefit department told him that we should expect to receive a credit because of the death in the family the representative assigned us a case number and told my husband that chase would get the refund from xxxx on our behalf according to him all we needed was a death certificate since we were both expected to be out of the country for few weeks the representative told my husband that the credit could be processed anytime upon our return or soon after the chase received the death certificate from us \n\nin xxxx while still overseas i received an email on xxxx xxxx from xxxx in chase travel who was following up with the death certificate i emailed chase travel department the scanned copy of the death certificate as soon as it became available to me i even emailed them a translation of the death certificate which was neither required by chase or xxxx i sent it to xxxx who had contacted me on xxxx xxxx by responding to her email from xxxx xxxx and then forwarded it again to her to make sure that they received it for personal and family reasons i ended up staying a little longer than expected and retuned to the united states on xxxx there was still no acknowledgment from xxxx or anyone from chase travel or any other department acknowledging the receipt of my email from xxxx or any other update soon after my return i had to send the travel department my father s death certificate for the third time and even tried to follow up with a phone call i also tried to send them an email on xxxxxxxx expressing my disappointment and requesting an update i also tried to correspond with chase customer service and chase travel through my online chase account \n\nchase travel finally responded with an acknowledgement through an email that they had received and located the death certificate that i had sent them the email was from xxxx one of the travel consultant supervisor for chase travel according to her they had forwarded the death certificate to xxxx she apologized for my experience with them and also asked me to disregard any other emails from them requesting documentation during this whole ordeal with chase i had contacted xxxx numerous times and spoke to different representatives according to xxxx in order for chase to process my credit they didnt need to forward the death certificate to xxxx \n\nin one of my initials calls to chase after my return to the united states i found out that the case number reference number assigned to us and given to my husband by the by chase benefits department in xxxx could not be used as a reference because i was told that it did not exist in their system in xxxx and xxxx i spoke to several people and few supervisors hoping that they could resolve my issue customer service agents who seemed willing to help did not have the authority to resolve my issue as there was no outcome and i ended up wasting several hours without any resolution in sight \n\nthere was one supervisor in chase travel department which was probably being managed by xxxx named xxxx whom i ended up speaking with twice during our brief conversation she flatly refused to help me or answer any questions she had the most condescending attitude that i have ever experienced from an agent affiliated with any company she refused to give me an update or call xxxx she refused to transfer me to her manager or anyone that could assist me to top it all she told me i needed a proof that i was related to the deceased which was contrary to what i had been told up till that point that all i needed was a death certificate i called xxxx and according to them a proof of relationship was not necessary or required xxxx told me that it was their policy that all that was needed was a death certificate and chase should have processed my credit as soon as they received it \n\nin xxxx i emailed and i called chase few times and each time i was promised that a supervisor would get back to me which never happened one of the last representatives that that i spoke with was on xxxx xxxx who was from chase benefits department to my utter shock and surprise he told me that they didnt have any type of claim for me on file i was beyond hope at that point he then transferred me once again to their travel department the representative there told me that they were still waiting to hear from xxxx i requested to speak with a supervisor and she told me it would be two hours before i could speak with one she promised that a supervisor would call me back but as always i never heard from anyone \n\nafter several weeks on the phone with chase and after speaking to xxxx multiple times who repeatedly told me that the delay was from chase i finally decided that i would wait and see if the issue would be resolved today is xxxxxxxx and chase has still not processed my credit and followed up or called back in response to any of my previous phone calls even when they promised that i would receive a phone call \n\ni have finally decided that i am going to file a formal complaint with every private state and federal consumer protection agency or organization i would share my experience on any relevant online or offline forums available to me i have been a great customer i may have been frustrated with my experience but have always been respectful in my communications with chase or its representatives i have been managing my credit responsibly over the years had several premium credit card offers as i had met their criteria to apply for their cards with similar benefits as chase sapphire i decided to go with chase and was hopeful that i would take advantage of their travel benefits i spent thousands of dollars using my chase card even though some of my other cards also offered attractive benefits \n\nas stated earlier i fulfilled my obligation of using credit responsibly and of paying my bills chase on the other hand failed to issue me a credit and fulfill its promise a timely credit under the circumstances was my right it was according to and within the rules set by both the chase and xxxx airlines unfortunately i was never able to utilize the points that i had accumulated a credit card company at the very least should treat every customer with respect follow their own rules keep their promises and follow up with their customers and if required and within the rules be its customer s adovocate on his or her behalf when dealing with third parties i feel that chase fell short of these basic standards and expectations it with deep regret that i have to reconsider my business relationship with them it is a shame that a well known company like chase offering a premium card such as chase sapphire and charging a xxxx yearly membership fee for it would have such a poor service it is either a case of extreme mismanagement by chase or a system deliberately designed in such a way that it only benefits the company at the expense of its customers | file complaint issue credit card chase benefit travel department travel relate credit issue chase experience chase credit suppose process chase slow contact airline response resolution issue chase experience deal credit card company matter company product service chase sapphire card holder card purchase amount dollar month payment history bill month airline ticket trip chase chase point week trip trip chase ticket lot stress grief phone hour transfer department answer cancelation trip credit account accord customer representative speak night email department follow follow week process cancelation call phone credit card company hour husband behalf follow week trip plan husband time process phone hour transfer department customer service benefit chase travel advise contact ticket representative speak department tell credit death family assign case number husband behalf accord death certificate country week representative husband credit process anytime return chase death certificate email travel follow death certificate email chase travel department copy death certificate email translation death certificate email family reason end travel department receipt email update return travel death certificate time phone try email request update correspond chase customer service chase chase account chase travel acknowledgement email death certificate email travel consultant supervisor chase travel accord death certificate experience disregard email request documentation ordeal chase contact time accord order chase process credit death certificate call chase return case number reference number assign husband benefit reference system supervisor resolve issue customer service agent help authority resolve issue outcome end waste hour resolution sight supervisor chase travel department end conversation help question attitude experience agent affiliate company transfer manager assist need proof tell point death certificate accord proof policy death certificate chase process credit email call chase time time promise supervisor speak department utter shock surprise claim file hope point travel representative wait request supervisor hour speak promise supervisor week phone chase time delay chase issue today process credit follow call response phone call promise phone complaint state consumer organization share experience customer experience communication chase representative manage credit year premium credit card offer meet criterion card benefit chase sapphire chase advantage travel benefit dollar chase card card benefit state fulfil obligation credit bill chase hand issue credit fulfill credit circumstance accord rule airline utilize point credit card company customer respect follow rule promise follow customer rule customer behalf deal chase expectation shame company chase premium card chase sapphire membership fee service case mismanagement chase system way benefit company expense customer | Credit card or prepaid card+General-purpose credit card or charge card | 1 |
| 2 | i upgraded my xxxx xxxx card in and was told by the agent who did the upgrade my anniversary date would not change it turned the agent was giving me the wrong information in order to upgrade the account xxxx changed my anniversary date from xxxxxxxx to xxxxxxxx without my consent xxxx has the recording of the agent who was misled me | card agent upgrade anniversary date change agent information order account anniversary date agent | Credit card or prepaid card+General-purpose credit card or charge card | 1 |
| 59 | i currently have over xxxx chase ultimate rewards points which are worth at least around months ago when i tried to access my chase ultimate rewards account or even activate the bonus on chase freedom i would get shown this page that says we are unable to complete your request at this time image attached as well xxxx xxxx at first i thought it was just a temporary error which isnt uncommon for chase but after weeks this was still happening so i called customer support they opened a ticket got escalated to their tech team but when i would call back to find out what happened they told me that the case had been closed this happened times and each call has taken a lot of time to explain the situation and verify a bunch of information \n\ngoing from ultimaterewardscom and chasecom have the same result \n\nim not able to use these points by phone either because the operators for the travel center are not able to access my accountpoints neither \n\nive tried every browser both xxxx and xxxx computers and the xxxx chase phone application they all send me to the page that says we are unable to complete your request at this time on xxxxxxxx i looked up some people that work in ultimate rewards on xxxx and cold called a vp of customer relations he acted like he was helpful at first and we exchanged some emails he eventually said i can buy a flighthotel using chase sapphire and if i give him the details he will deduct the appropriate points and credit my credit card for the purchase \n\nlong story short he wasnt able to fix anything \n\ni can see that im still collecting points but i havent been able to access it \n\ni travel a lot and its become a huge inconvenience that im not able to access these points which i intended to use for travel i need to get this issue resolved asap | reward point month access chase reward account bonus chase freedom show page request time image attach error chase week call customer support ticket escalate tech team case time lot time situation information result use point phone operator travel center access accountpoint browser chase phone application send page request time reward customer relation act exchange email flighthotel chase sapphire detail point credit credit card purchase story fix point access travel lot inconvenience access point use travel need issue resolve asap | Credit card or prepaid card+General-purpose credit card or charge card | 1 |
| 82 | i recently called to ask chase bank why they reported to the credit bureau that i was days late on a payment that was already paid off when i called i got this info they showed that on the xxxx of i was very late on my bill and owed xxxx to bring this balance down to xxxx and be finished with the bill i paid that amount on the same day the xxxx to being it to xxxx \n\nthey say that i tried to make another payment for later that same day and in a few days that came back as a return payment \n\nthe man on the phone stated to me that if the payment went through then it would have meant that i had a credit on my account for xxxx since i didnt owe anything \n\nthey updated my account with charges and late fees from the return payment that i had no idea of since i thought i paid off the entire amount they reported to the credit bureau that i was days late for not paying what accrued to be the guy representing chase agreed with me that they were in the wrong for charging me the fees and said they would remove them i still have in the negative that they are saying that i owe in the mobile app \n\nadditionally because they reported me being late my credit score dropped points when i called back to ask if they can report that they made a mistake they said i would have to do that on my own i think thats xxxx | report day payment pay call info balance finish day payment day day return payment man phone state payment credit account account charge fee return payment idea report credit day guy charge fee credit score drop point call | Debt collection+Credit card debt | 2 |
| 81 | i bought a new xxxx xxxx on xxxxxxxx from xxxx xxxx xxxx in xxxx \ni paid the loan in xxxxxxxxbut chase financial never release the title \ni contacted chase several time with no resolution each time they told me they will release it but nothing was done \nnow i moved to another state and i can not get the registration in the other state because i do not have the title \ni will be obliged to rent a car since i can not use my car | loan release title contact chase time resolution time release state registration state title rent car use car | Vehicle loan or lease+Loan | 2 |
| 73 | i have wired through one of chase branches in xxxx xxxx the exact reinstatement amount of to jpmorgan chase bank in order to removewithdraw their wrongful foreclosure proceedings on my residential property\n\nhowever the chase executive ms xxxx xxxx and its trustee xxxx xxxx xxxx xxxx are not honoring even their own rules and regulations she wants the total payoff of now in order to remove their wrongful foreclosure proceedings with sales date of at xxxx xxxx on my family resident\n\nshe knows i can not prepare xxxx in such a short time thats why i asked for minimum reinstatement amount to avoid foreclosure without resorting to chapter xxxx bankruptcy filing\n\ni appreciate you assistant in bringing jpmorgan chase and its foreclosure trustee xxxx xxxx xxxx xxxx quality to their senses and stop harassing my family with their fraudulent default claim as explained in my previous complaint about them on xxxxxxxx\n\nmy previous complaint id is xxxx submitted product mortgage issue wrongful foreclosure\n\nthank you xxxx xxxx tell xxxx xxxx email xxxx xxxx | wire chase branch reinstatement order foreclosure property chase executive honor rule regulation payoff order foreclosure proceeding sale date resident time reinstatement foreclosure resort chapter bankruptcy filing assistant bring foreclosure trustee quality sense family default claim complaint complaint product mortgage issue foreclosure email | Mortgage+Home equity loan or line of credit (HELOC) | 2 |
| 99 | my name is xxxx xxxx i have missed a payment in and was days past due but now current i applied numerous times for a loan modification to get loss mitigation assistance but did not get any help chase only gave me a loan forbearance option i am xxxx xxxx xxxx and have an issue with refinancing since my dti is too high because of excessive debt so i get declined every time and my credit score is too low at xxxx | payment day current time loan modification loss mitigation assistance help chase loan forbearance option refinance debt decline time credit score low | Mortgage+Conventional home mortgage | 2 |
| 127 | i am xxxx military member xxxx with the xxxx chase auto finance is refusing to pay on the gap insurancewaiver coverage that i purchased at the time i signed the financing agreement while stationed at xxxx i purchased a xxxx cadillac ats premium and financed the vehicle with chase auto finance when i purchased the vehicle the original financing agreement included an option to purchase gap insurance for an additional the provider of the gap insurance was xxxx xxxx however i was also required to sign a gap waiver addendum which stated that what was purchased was not insurance but an agreement for chase auto finance to waive any deficiency in the event the vehicle was totaled chase auto finance agreed in writing for me to ship my vehicle to xxxx when i received military orders reassigning me to xxxx the letter explicitly authorized me to drive the vehicle here in xxxx while i am stationed overseas the vehicle was totaled in an accident now chase is refusing to honor the gap insurancewaiver provisions because the loss occurred outside of the united states or xxxx they are also refusing to release the lien on the vehicle so that the salvage value can be recovered and sent to the bank i simply want chase bank to honor its commitment to cover the deficiency between the insurance payout and the remaining balance on the loan if the salvage value of is paid | member auto finance pay gap insurancewaiver coverage purchase time sign financing agreement station finance vehicle chase auto finance purchase vehicle financing agreement option purchase gap insurance provider gap insurance sign gap state purchase insurance agreement chase auto finance waive deficiency event vehicle chase auto finance write ship vehicle order reassign letter vehicle station vehicle accident chase honor gap insurancewaiver provision loss lien vehicle salvage value recover bank bank honor commitment cover deficiency insurance payout balance loan salvage value | Consumer Loan+Vehicle loan | 2 |
| 141 | action taken by the company between the dates of xxxxxxxx xxxxxxxx an individual or group of individuals contacted chase claims and opened multiple claims that reversed payments to creditors authorized by me and then used the credited reversed funds and fees to make unauthorized transactions \n\nxxxxxxxx claim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed a payment on a personal loan to pave for from xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed three payments of made to xxxx xxxx on behalf of xxxx xxxx to pay off a credit card the date s of the reversed payment s occurred on xxxxxxxx xxxxxxxx and xxxxxxxx \nxxxxxxxx claim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed five payments of from xxxx xxxx to xxxx xxxx to xxxx the five payments that were reversed from xxxxxxxx xxxxxxxx xxxxxxxx xxxxxxxx and xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed four payments to xxxx xxxx three payments of and one payment of the payment dates were xxxxxxxx xxxxxxxx xxxxxxxx and xxxxxxxx \nxxxxxxxx claim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed an authorized hoa payment to xxxx xxxx xxxx xxxx dues a payment in the amount of was reversed from xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed three payments made to xxxx in the amount of from xxxxxxxx xxxxxxxx and xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed two payments made to xxxx in the amount of from xxxxxxxx and xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed two payments made xxxx xxxx in the amount of from xxxxxxxx and xxxxxxxx \nxxxxxxxx claim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed a payment to xxxx in the amount of from xxxxxxxx \ntwo payments were reversed from xxxx xxxx in the amount of from xxxxxxxx and xxxxxxxx two payments were also reversed from xxxx in the amount of from xxxxxxxx and xxxxxxxx finally a payment was reversed from xxxx xxxx xxxx in the amount of xxxxxxxx claim xxxx i made a claim in the branch that was advised by a customer service representative \nthis advice was made when i went to close out an account after receiving a phishing email it was then found that my debit card had been use to make multiple transactions totaling between xxxxxxxx and xxxxxxxx actions i have personally taken to resolve the issue xxxxxxxx after beginning to receive claims paperwork i immediately notified chase claims department the first claims specialist i spoke with was very rude she kept badgering me about the final transaction on my account when i couldnt provide her the information she to call me back when i had the proper information and hung up i called back and spoke with a guy named xxxx i explained the situation to xxxx he had me verify my last know transaction after verifying my last known transaction xxxx took a look at the claims made from xxxxxxxx i advised xxxx that these were claims that i did not call in to reverse \n\nxxxxxxxx this was the call i would make in hours the claim s specialist once again was very rude when i called back i told the claim s specialist i would like to speak to a supervisor i was put on hold for minutes i finally became frustrated and hung up \n\nxxxxxxxx this was the attempt made to attempt to get help in recovering my money to get any answers i had to use a potential review to the xxxx xxxx xxxx about chase s claims practices and protocols i was then transferred to chase s executive office to escalate my claim it was at the executive office that i spoke with xxxx xxxx opened claim xxxx on my behalf she said once my claim was assigned to an executive office employee that person would contact me at the number on file \n\nxxxx mid xxxx my case was assigned to xxxx in the executive office we spent roughly weeks before either one of us spoke on the phone although she had left a handful of voicemails i first spoke with xxxx on friday xxxxxxxx i told her about the multiple claims that were opened against an account i had since closed she claimed she only received two of the claims against the account after speaking with me she assured me she was going to investigate all the claims made that were made beginning at the end of xxxx on xxxxxxxx i noticed multiple payments being deducted from my chase checking account in the description all i saw were numbers on xxxxxxxx i called xxxx to see why money was being debited from my account of course all i got was xxxx s voicemail i left a message requesting a return call by xxxxxxxx i still had not received a return call i called xxxx once again because money was still being debited from my account this time i got a hold of xxxx her explanation for the debited funds was a bit odd she told me that while they were investigating these open claims money was still going to be debited and there was nothing she could do about it finally on xxxxxxxx i received a voicemail from xxxx to call her as soon as possible i returned her call once school was dismissed for the day it was at that point that xxxx told me they closed their investigation of my claims and decided not to reverse their decision when asked what research they used to complete their investigation xxxx became short and told me i would have to subpoena the information at that point i hung up because i felt that it was a lose lose situation | action company date group contact chase claim claim payment creditor credit reverse fund fee transaction claim group individual payment loan pave claim group individual payment credit card date payment occur claim group individual payment payment reverse claim group individual payment payment payment payment date claim group individual hoa payment payment reverse claim group individual payment claim group individual payment claim group individual payment claim group individual payment payment reverse payment branch customer service representative advice account email debit card transaction total action resolve issue claim paperwork chase claim department claim speak rude transaction account information information hang call speak guy situation transaction transaction look claim claim hour claim specialist rude call claim specialist speak supervisor minute attempt attempt help money answer review claim practice protocol transfer chase office escalate claim office behalf claim office employee person contact number file case office week phone handful claim account claim claim account claim payment deduct chase account description number money debit account course leave message request return return call money debit account time explanation debit fund bit tell claim money debit return school dismiss day point investigation claim decision research investigation subpoena information point situation | Checking or savings account+Checking account | 2 |
| 86 | a student loan with chase bank they sold there accounts to xxxx which now holds my account this happened back in though i have made numerous attempts to contact them they do not respond and they tell me know one works in that department any more so there is no one to contact because of this instead of saying sold on my credit report it shows that i am very behind on payments and it is hurting my credit i have called them and mailed letter and no response | student loan chase bank sell account account attempt contact respond tell work department contact credit report payment credit call mail letter response | Student loan+Private student loan | 2 |
| 58 | i made a purchase of on xxxxxxxx i made payments of on xxxxxxxx and on xxxxxxxx the minimum payment was the closing date was xxxxxxxx please see attached statement that statement xxxxxxxx shows that i had an outstanding purchase balance of on xxxxxxxx i have enclosed the previous months statement to show that there were no other purchases prior to the one on xxxxxxxx \nhowever when i got the xxxx statement it shows that i still have a purchase balance of i have a promotional balance xxxx in xxxx of in xxxx the promotional balance was a difference of apparently the payment above the minimum payment required by chase i thought would be applied to the purchase was applied to the promotional balance first it is my understanding that once the minimum payment has been met payments in excess of the minimum would be applied to the highest interest rate balance first this is not the first time that chase has skirted us financial law to turn a larger profit i need help in rectifying this problem because my logic fell on deaf ears at chase thank you in advance for your assistance \n\nrespectfully xxxx xxxx xxxx | payment payment closing date statement statement purchase balance month statement purchase prior statement show purchase balance balance balance difference payment payment require chase purchase balance payment payment minimum interest rate balance time chase skirt law profit need help problem logic fall ear chase advance assistance | Credit card or prepaid card+General-purpose credit card or charge card | 2 |
| 57 | i have been trying to do a loan modification with chase and all they do is give me the runaround im mo behind they dont let me make payments i have aens all doc in but always asking more | loan modification chase payment | Mortgage+Conventional home mortgage | 2 |
| 20 | during the summer months i experience a decline income due to my employment therefore i request a one month payment extension with my auto loan company chase for the past almost fours years my request for payment extension is granted i have never been delinquent with my auto loan payment however on my request for a one month payment extension was denied this year i explained my situation to representative and the supervisor with no avail after a lengthy discussion and waiting i was informed the reason for the decline as it is not contractual this reason for denial baffled me and therefore i emailed the office of xxxx xxxx executive director communications jpmorgan chase co a representative contacted me and stated chase will followup about week later a representative of xxxx xxxx xxxx xxxx office called the representative shared her role was help resolve the matter the representative via conference call contacted the department handing my request after reviewing my information my request was still denied based on policy changes i requested an explanation and representative stated a letter will be mailed with explanation i have received xxxx letters the reason for denial was not policy changes i would like cfpb help in exploring the denial of my payment extension request especially since i have been clear reason for denial | summer month experience income employment request month payment extension auto loan company chase year request payment extension grant auto loan payment request month payment extension deny year situation representative supervisor discussion wait inform reason decline reason denial baffle email director communication contact state chase followup week share role conference department hand request review information request base policy change state letter mail explanation letter reason denial policy change cfpb help payment extension request reason denial | Vehicle loan or lease+Loan | 2 |
| 143 | hello i applied for a credit account with amazon and was denied credit i subscribe to xxxx credit reporting services so i was notified immediately that a hard inquiry had taken place by chase card and that the company had pulled my credit report okay so i understand that this was on friday i did not apply for credit following that imagine my surprise when i got another alert on saturday afternoon the alert said that jpmcb card services had pulled my credit report another hard inquiry i immediately looked up jpmcb and it said it was a chase company i looked up customer service so i could find out what was going on and was told that no one is available in credit reporting on the weekends only monday friday i was understandably upset as i had not applied anywhere on saturday what if someone was attempting to obtain credit under my name i asked i was told that they still couldnt help me since it was the weekend what kind of company in this day and age of security breaches does not have someone available on the weekends if credit is able to be pulled on the weekends someone should be available on the weekends to assist should there be an issue i still have no resolution nor any indication of why my credit would be pulled when i did not ask for it to be particularly when it was an additional hard inquiry and i do not have an account with chase | credit account credit credit reporting service inquiry place chase card company credit report credit follow imagine surprise get afternoon alert card service credit report inquiry company customer service credit reporting weekend attempt obtain credit ask weekend day age security breach weekend credit pull weekend weekend issue resolution indication credit pull inquiry account chase | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | 3 |
| 10 | chase card was reported on however fraudulent application have been submitted my identity without my consent to fraudulently obtain services do not extend credit without verifying the identity of the applicant | chase card report application submit identity consent service extend credit verify identity applicant | Credit reporting, credit repair services, or other personal consumer reports+Other personal consumer report | 3 |
| 139 | chase im filing a complaint after disputing with all three reporting company times and they are not fixing my problem so i have started lawsuits on all three so now im disputing direct with you i found a lot of fcra violation on account xxxx first violation is fcra b you are not entering the consumer dispute marks on none of the reports after you have verified this account the law states that a creditor must must enter this information because it can not report on the consumer report this is a violation of the fcra you could be sued per bureau violation number two you stated that this account has been closed but you are still reporting a monthly payment this is also a violation of the fcra another per bureau so please delete this account asap due to the violation of the fcra the law is very clear as to the civil liability and the remedy available to me if you fail to comply with federal law i am a litigious consumer and fully intend on pursuing litigation in this matter to enforce my rights under the fcra chase do not take this as a threat but im sick of dealing with the credit reporting company im taking action one down and two more court dates coming up here very soon | dispute report company time fix problem lawsuit find lot violation account violation consumer dispute mark account law state creditor information report consumer report violation violation number state report payment violation law liability remedy law consumer pursue litigation matter threat deal credit report company action court date | Credit card or prepaid card+General-purpose credit card or charge card | 3 |
| 135 | i checked my credit reports and noticed the inquiry on there but have not done any business with this company they will not remove it | credit report inquiry business company | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | 3 |
| 11 | on while trying to book a xxxx xxxx ticket i came across an offer for to be applied towards the ticket if i applied for a rewards card i put in my information for the offer and within less than a minute was notified via the screen that a decision could not be made i immediately contacted xxxx and was referred to chase bank i then immediately contacted chase bank within no more than of getting the notification on the screen and i was told by the chase representative i spoke with that my application was denied but she could not state why i asked for more information about the xxxx offer and she explained that even if i had been approved the credit offer only gets applied after the first account statement and could not be used to purchase the ticket i then explicitly told her i was glad i got denied and i was absolutely no longer interested in the account i asked that the application be withdrawn and the representative obliged this all happened no later than after putting in the application on notwithstanding my explicit request not to proceed with the application and contrary to what i was told by the chase representative chase did in fact go ahead to open a credit account in my name on this is now being reported in my credit report and chase has refused to correct this information on my credit report even though they went ahead to process an application which i did not consent to and out of their error | book ticket come offer ticket reward card information minute notify screen decision chase bank notification screen representative speak application state information credit offer account statement purchase ticket account ask application representative oblige application request proceed application chase fact credit account report credit report chase information credit report process application consent error | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | 3 |
| 100 | i have contacted both chase bank and xxxx xxxx about credit inquiries which i did not initiate \nboth companies assured me they would correct these inaccuracies in reviewing my credit reports with xxxx amd xxxx none of the companies involved have done so \nxxxx xxxxxxxx and xxxx xxxx xxxx xxxx xxxxxxxx i have not applied for credit for over two years | contact bank inquiry initiate company inaccuracy review credit report company credit year | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | 3 |
| 15 | can you please remove inquiry | inquiry | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | 3 |
| 152 | xxxx xxxx xxxx inquiry on xxxxxxxx xxxx xxxx xxxx inquiry on xxxxxxxx jp morgan chase inquiry on xxxxxxxx xxxx xxxx inquiry on xxxxxxxx xxxx xxxx xxxx xxxx xxxx xxxx xxxxxxxx the inquires were not authorized and i dont recognize them | inquiry | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | 3 |
| 83 | unknown inquire reported on my credit bureau such as xxxx and xxxx date of company chase auto | inquire report credit chase auto | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | 3 |
| 26 | i have reached out to xxxx several times in attempt to have this fraudulent inquiry removed i was told that i need to call and contact the original creditor that placed this inquiry on my report i have made several attempts to get chase bank to contact the bureau and remove this inquiry that was not authorized by me they seem to not be able to get me to the right person to take care of this issue no matter how many attempts i have made nobody seems to understand what im talkin about i want chase bank to have this fraudulent inquiry removed from my credit report before i take legal action i i have never requested any kind of credit with chase bank or hold any account with them i have an iquiry from i want this matter resolved | time attempt inquiry remove need contact creditor place inquiry report attempt bureau inquiry person care issue matter attempt bank inquiry remove credit report action request kind credit bank hold account iquiry matter | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | 3 |
| 63 | i tried to send almost at xxxx and the transaction was cancelled due to having no id i was charged but never received the service i was supposed to receive a refund back to my card but it never happened my account has since been closed and im out of almost | transaction charge receive service refund card happen account m | Checking or savings account+Checking account | 4 |
| 88 | i preordered an item on xxxxxxxx and paid with a chase credit card the merchant xxxx xxxx gave an estimated product shipment date of xxxxxxxx after waiting for this item for a significant amount of time i decided to cancel the order as it did not appear that the item would ever be completed and shipped on xxxxxxxx i requested a refund from the merchant xxxx xxxx on xxxxxxxx the merchant stated that my order was cancelled and the refund would return to the original method of payment in five business days the original method of payment was a chase credit card that i had since closed on xxxxxxxx i sent a secure message to chase requesting that the refund be transferred to one of my open chase cards i also followed up with a phone call that same week and the representative i spoke to informed me that funds that are sent to closed accounts would be sent via check through the mail and could not be transferred to any existing accounts on xxxxxxxx i received a letter from chase indicating that my disputed charge would remain on my account and the merchant is not willing to credit your account i followed up with a phone call to chase describing that this was a refund not a dispute the representative informed me that they did not have access to closed accounts i explained my previous attempts via phone and message to locate these funds they informed me to try to send a secure message again this time emphasizing that the refund i am looking for is on a closed account and that the previous representative may have looked for the refund on a different account on xxxxxxxx i sent another secure message with this information as well as the emails i received from the merchant about the refund see attachment on xxxxxxxx i received a letter from chase with similar language about the merchant is not willing to credit your account and we consider the charge valid based on the results of our research see attachment on xxxxxxxx i followed up with the merchant xxxx xxxx requesting an alternate way to receive this refund given that my credit card company apparently can not locate the funds on xxxxxxxx the merchant provided a screenshot with their records that the funds had been refunded see attachment this was my last exchange trying to resolve this between the credit card or the merchant | item chase credit card merchant estimate product shipment date item time order item ship merchant state order method payment business day method payment chase credit card close message chase request refund transfer chase card follow phone week representative speak inform fund account check mail transfer letter chase dispute charge account merchant credit account phone chase refund dispute representative inform access account attempt phone message locate fund inform message time refund look account representative look account message information email merchant refund attachment letter chase language merchant credit account base result research attachment follow merchant way refund credit card company merchant record fund refund attachment exchange try credit card merchant | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 30 | to whom it may concern chase bank charged wrongly overdraft fees i have alert of low balance or unsuficent fee balance and always deposit immediatly to cover transactions if needed but chase always changed the order and charged me overdraft fee anyway when you call they said their per their guidelines they dont refund more then overdrawft doesnt matter bank fault or not\n\ntaken from people is money just because you can is not ok\n\nsee attached documents when chase refund they always find the way to take back what they refunded in first place | concern bank overdraft fee alert balance fee balance deposit transaction chase change order charge overdraft fee guideline refund overdrawft bank fault money document chase refund way place | Checking or savings account+Checking account | 4 |
| 101 | i purchase is an airline ticket on xxxxxxxx and it was xxxx dollar but the i realize it was the wrong airport so i called right away to cancel the ticket and since it was before hours so i could cancel it and get a refund which is what supposed to post in my account in days and on xxxxxxxx i got the money back so i purchase another airline ticket with the same money that i got back but it was xxxx dollar and the money was taking out of my available balance on xxxxxxxx but it was saying pending on the statement but it was out of my available balance already on xxxxxxxx the xxxx dollar was taking again out of my account but showing in my account as it was only one charge and i am not even able to see the first airline ticket or the refund on my statement because they said it was dropped charge like it was never happened but it did happenedthats not the first time this happened it did happened before but i usually get the money back after the weekend on monday but this time no it did got back i tried calling them and they explaining but they only say one thing i dont see it on the statement so why i cant see my purchase for the first airline ticket that it was refunded this is my money and i am supposed to see all the charges i made and the refund on my account i am missing xxxx dollar from my account which is got disappeared from my bank account and i need to get this money back i dont know what to do | airline ticket dollar airport call ticket hour post account day money purchase airline ticket money dollar money balance statement balance account show account charge airline ticket refund statement drop charge time money weekend time call thing statement airline ticket refund money charge account dollar bank account money | Checking or savings account+Checking account | 4 |
| 40 | xxxx xxxx a sofa love seat table and chairs and was never delivered debit card charged bank says visa denied claim we have no furniture and no money | seat table chair deliver debit card charge bank visa claim furniture money | Checking or savings account+Checking account | 4 |
| 129 | this complaint is a follow up regarding a complaint xxxx filed on cfpb \n\nthe original complaint was regarding a dispute detailed below \n\nmy laptop was stolen last year and someone used my information to book two flights from two different cities headed to the same destination i immediately disputed the transactions as soon as i got a notificationi filed the complaint within an hour of getting notification that flights have been booked on my credit card chase was extremely slow to respond and didnt do due diligence and contact the airline right away to cancel the flight and get me a refund \nchase did a very poor job at investigating the incident and put the charges back on my credit card without doing a proper investigation when i asked i was told that i benefited from the transactions clearly i couldnt have flown from two different cities to the same destination later the airline also confirmed that i never took benefited from those flights chase asked me for a bunch of documents and i provided all the documents including the police report for the stolen laptop proof that the flights were booked under my name however the date of births used to book the flights were not mine clearly i couldnt have benefited from the services even if i wanted to \nthe way chase handled the dispute was extremely poor and after multiple bad experiences and inability of chase to resolve disputes i am pretty positive that chase is horrible at resolving disputes \ni am over that but this complaint i am filing is not about the original claimplease read below about this complaint \n\nplease read this carefully \n\nafter this incident i contacted xxxx and inquired about the flight they told me that they found too bookings for the same person headed to the same destination from two destinations and cancelled one of the bookings and issued a refund chase has not contacted xxxx once to resolve this issue xxxx has confirmed several times that they have issued me a refund and the money has been transferred to my bank account however chase hasnt issued me a refund whenever i contact chase they give me same old response the case has been closed i am not opening the same claim its a new complaint xxxx has issued me a refund and it hasnt been given to me by chase xxxx s customer service can not connect me to the accounting team and therefore it not possible for me to find the transaction and detailsthis is chase banks job connect with them and find out whats going on instead chase is asking me to contact xxxx and prove that the refund has been issued xxxx is telling me to have my bank contact their accounting department because its a banks job to resolve this issuesnow i am filing a new complaint demanding my money with interest and all the time chase has wasted \ni am attaching the documents that xxxx has provided me chase has asked me to provide these documents its chase s job but i am doing this ob their behalf \n\nxxxx is clearly stating that the bank has the funds they have also provided me a document showing that transaction details that the refund was applied to my account \n\nplease issue me a refund i have done everything i could have please do not close my complaint without issuing me a refund that xxxx has issued a long time ago \nenough is enough | complaint file complaint dispute detail laptop year information book flight city head destination transaction file complaint hour notification flight book credit card chase respond diligence contact airline flight refund chase job investigate incident charge credit card investigation benefit transaction city destination airline confirm benefit flight chase bunch document document police report laptop flight book date birth book flight service way chase handle dispute experience inability chase resolve dispute chase resolve dispute complaint file claimplease read complaint incident flight tell person destination destination issue refund chase contact resolve issue time issue money transfer bank account contact chase response case claim complaint issue refund customer service connect accounting team transaction job connect chase issue accounting bank job file complaint demand money interest time chase waste document chase ask document chase job behalf bank fund document show transaction detail account issue complaint issue issue time | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 45 | i made a purchase with xxxx xxxx xxxx on in the amount of i was charged twice for this transaction i placed a disputes case with chase bank on when i noticed the charge on my account i called back on sunday about the provisional credit for the charge and again on monday i was told the charge had to post before a provisional credit could be provided i used my debt card on monday then tried to use it again but it would not work i went to chase bank on xxxx xxxx xxxx in xxxx xxxx nevada and was told that my account was closed due to fraudulent activity i was shocked because i had not reported fraud on my account i later found out that i was being accused by the disputes department of placing a fraudulent disputes case for the duplicate charge from xxxx xxxx xxxx i later contacted xxxx xxxx xxxx again and was told that they did see a duplicate charge and would credit my account within days i contacted the chase disputes department again on monday xxxxxxxx and explained thaxxxx xxxx xxxx xxxx would credit my account and that i did not like being accused of making a fraudulent disputes claim the escalation manager did not care and told me that chase decision on closing my account was final i had been a customer of chase for xxxx years my character has been challenged by the disputes agents and i consider this to be detrimental to my character and slander \n\ni am not seeking to keep my account open with chase but i also do not want chase reporting that they closed my checking account involuntarily \n\nonce again i do not want chase to have the checking account that i had with them being reflecting on any public records as being closed as involuntary closure by chase \n\ni did nothing wrong by filing a disputes claim for the duplicate charge or any other disputes cases that were filed in the past | transaction place dispute case chase bank notice charge account credit charge charge post credit debt card use work account activity report fraud account accuse dispute department place dispute case duplicate charge credit account day contact chase dispute account accuse dispute claim escalation manager chase decision account customer chase year character challenge dispute agent character slander account chase chase report check account chase checking account record closure chase file dispute claim charge dispute case file | Checking or savings account+Checking account | 4 |
| 78 | my dispute is for not receiving services listed below one night at the hotel in xxxx for friday transportation to the hotel for friday private city tour of xxxx for friday xxxx xxxx private tour for friday grand total of reason for not receiving the services was that xxxx cancelled the flight from xxxx to xxxx for mechanical reasons \ni started the process for the of the refund thru xxxx xxxx i was told by xxxx xxxx that i needed to request the refund thru xxxx which i did i requested the refund and was told by xxxx that since i didnt purchase the ticket directly thru them but it was done thru a party i needed to go thru xxxx xxxx i went back to them and was told that they will not refund me \ni then started a dispute with my credit card chase visa for the charges the credit card dispute department closed my dispute saying that the vendor stated that i did receive the services which is not true but my credit card closed the dispute after several attempts by me to reopen the dispute | dispute service list night city tour tour reason service reason process request request ticket party refund dispute credit card chase visa charge credit card dispute department dispute vendor state service credit card dispute attempt dispute | Credit card or prepaid card+General-purpose credit card or charge card | 4 |
| 48 | jp morgan chase bank please answer the following questions on xxxxxxxx xxxxxxxxxxxxxxxx xxxxxxxx xxxxxxxx jpmorgan chase accessed information about me through xxxx xxxx xxxx xxxx \nwhat was the valid reason for accessing my personal information through xxxx xxxx xxxx xxxx \n\nthe chase checking account that was closed recently during xxxxxxxx had a routing or xxxx number of xxxx according to checks and statements provided to me by chase \nxxxx xxxx xxxx showed chase reporting an xxxx routing number of xxxx before and after i had disputed the xxxx number with chase \nwhy do these two routing numbers not match \n\nxxxxxxxx i received a response from xxxx xxxx xxxx xxxx to a dispute about information chase was providing on my report dispute case id xxxx the information chase had been submitting was deleted due to disputed info being incomplete inaccurate or unverifiable \nis this true \n\nonce again i have asked questions \n\ni will send the cfpb copies of the information i have pertaining to the questions in this complaint via us mail which are the xxxx xxxx xxxx xxxx reports ive received \n\nthank you for your attention and humbly await your response | answer follow question information reason access information chase checking account number accord check statement chase route number dispute number chase number match response information chase report dispute case d information chase dispute info question cfpb copy information question complaint mail attention response | Checking or savings account+Checking account | 4 |
| 21 | on xxxx i made a payment to an online retailer using chase quick pay with xxxx on the chase website i realized that this was a scam website after no confirmation product or response to any inquiries regarding the order and contacted chase to get more information about the transaction to attempt getting a refund through the retailers bank \n\ni contacted chase via a secured message on explaining what happened and asked is there a way to reverse this transaction or do you have a contact at xxxx that can give me more information about the recipient that xxxx my message was reviewed and i received a response restating my original email and informing me that the transfer has been completed however as you mentioned that the website is a scam while we can handle most inquiries by email some require the expertise of another team in order to assist you better in regards to the refund we request you to call our consumer online technical support team i called the number listed in the email and explained my situation to then be transferred to the claims department i was directed to call xxxx and ask them about the transaction because chase did not have any information outside of what i provided when initiating the transfer i felt like this agent was trying to get me to end the call as quickly as possible and i had to interrupt her closing script to ask for a contact number at xxxx and didnt have an opportunity to get any information about what the right questions would be to ask xxxx or what words and phrases i should use to get the information i was looking for \n\ni called xxxx whos automated system initially directed me to call my bank because i used the banks app to initiate the transaction i called xxxx again to navigate their menus and talk to a customer service agent they told me that all of the information about the transaction would in chase s system because i used the banks app to perform the transaction she stayed on the line with me until i understood everything that i should ask and had a better understanding of the situation i ended the call and called chase again \n\nwhen i called chase the second time the agent tried to look up the information about the receiving bank but could not find any additional information she then asked me why i needed this information and i explained my situation again i was once again transferred to the claims department who told me that i needed to contact xxxx to get the information i was looking for after i told her that i had already contacted them she finally admitted that there was nothing that she could do due to the nature of the transaction and that these types of transactions are not secured she said that chase had no information about the recipient other than the email address that i inputted and that the recipients banking information was not kept in the system in both phone calls they asked if i initiated that transaction and used that to absolve themselves of all responsibility in regards to this matter \n\nduring this whole process it felt like chase was not transparent about their policies regarding these types of transactions nor were they helpful in helping me get any information about the situation these transactions are advertised as a fast safe and easy way to send money but seem to be a dangerous way to do business i feel deceived by chase s advertising and further victimized by the way i was treated by the members on their customer service team | payment retailer chase pay website scam website confirmation product response inquiry order contact chase information transaction attempt retailer bank contact chase message way transaction contact information recipient message review response email transfer mention website scam inquiry email expertise team order request consumer support team number list email situation transfer claim transaction chase information initiate transfer agent try closing script contact number opportunity information question word phrase information look automate system customer service agent information system bank perform transaction line understand situation end call chase call chase time agent information bank information information situation transfer claim department need contact information look contact nature transaction type transaction chase information recipient email address inputte recipient banking information system phone call initiate transaction absolve responsibility regard matter process chase policy type transaction help information situation transaction way money way business chase advertising way treat member customer service team | Money transfer, virtual currency, or money service+Domestic (US) money transfer | 4 |
#Create the dictionary of Topic names and Topics
topic_mapping = {
0: 'Bank Account services',
1: 'Credit card or prepaid card',
2: 'Others',
3: 'Theft/Dispute Reporting',
4: 'Mortgage/Loan'
}
#Replace Topics with Topic Names
df_clean['Topic'] = df_clean['Topic'].map(topic_mapping)
df_clean.head()
| complaint_text | lemma | category | Complaint_clean | Topic | |
|---|---|---|---|---|---|
| 1 | good morning my name is xxxx xxxx and i appreciate it if you could help me put a stop to chase bank cardmember services \nin i wrote to chase asking for debt verification and what they sent me a statement which is not acceptable i am asking the bank to validate the debt instead i been receiving mail every month from them attempting to collect a debt \ni have a right to know this information as a consumer \n\nchase account xxxx xxxx xxxx xxxx thanks in advance for your help | good morning xxxx xxxx appreciate help stop chase bank cardmember service \n write chase ask debt verification send statement acceptable ask bank validate debt instead receive mail month attempt collect debt \n right know information consumer \n\n chase account xxxx xxxx xxxx xxxx thank advance help | Debt collection+Credit card debt | morning help bank service chase debt verification statement bank validate debt mail month attempt debt information consumer chase account help | Bank Account services |
| 2 | i upgraded my xxxx xxxx card in and was told by the agent who did the upgrade my anniversary date would not change it turned the agent was giving me the wrong information in order to upgrade the account xxxx changed my anniversary date from xxxxxxxx to xxxxxxxx without my consent xxxx has the recording of the agent who was misled me | upgrade xxxx xxxx card tell agent upgrade anniversary date change turn agent give wrong information order upgrade account xxxx change anniversary date xxxxxxxx xxxxxxxx consent xxxx recording agent mislead | Credit card or prepaid card+General-purpose credit card or charge card | card agent upgrade anniversary date change agent information order account anniversary date agent | Credit card or prepaid card |
| 10 | chase card was reported on however fraudulent application have been submitted my identity without my consent to fraudulently obtain services do not extend credit without verifying the identity of the applicant | chase card report fraudulent application submit identity consent fraudulently obtain service extend credit verify identity applicant | Credit reporting, credit repair services, or other personal consumer reports+Other personal consumer report | chase card report application submit identity consent service extend credit verify identity applicant | Theft/Dispute Reporting |
| 11 | on while trying to book a xxxx xxxx ticket i came across an offer for to be applied towards the ticket if i applied for a rewards card i put in my information for the offer and within less than a minute was notified via the screen that a decision could not be made i immediately contacted xxxx and was referred to chase bank i then immediately contacted chase bank within no more than of getting the notification on the screen and i was told by the chase representative i spoke with that my application was denied but she could not state why i asked for more information about the xxxx offer and she explained that even if i had been approved the credit offer only gets applied after the first account statement and could not be used to purchase the ticket i then explicitly told her i was glad i got denied and i was absolutely no longer interested in the account i asked that the application be withdrawn and the representative obliged this all happened no later than after putting in the application on notwithstanding my explicit request not to proceed with the application and contrary to what i was told by the chase representative chase did in fact go ahead to open a credit account in my name on this is now being reported in my credit report and chase has refused to correct this information on my credit report even though they went ahead to process an application which i did not consent to and out of their error | try book xxxx xxxx ticket come offer apply ticket apply reward card information offer minute notify screen decision immediately contact xxxx refer chase bank immediately contact chase bank get notification screen tell chase representative speak application deny state ask information xxxx offer explain approve credit offer gets apply account statement purchase ticket explicitly tell glad got deny absolutely long interested account ask application withdraw representative oblige happen later put application notwithstanding explicit request proceed application contrary tell chase representative chase fact ahead open credit account report credit report chase refuse correct information credit report go ahead process application consent error | Credit reporting, credit repair services, or other personal consumer reports+Credit reporting | book ticket come offer ticket reward card information minute notify screen decision chase bank notification screen representative speak application state information credit offer account statement purchase ticket account ask application representative oblige application request proceed application chase fact credit account report credit report chase information credit report process application consent error | Theft/Dispute Reporting |
| 14 | my grand son give me check for i deposit it into my chase account after fund clear my chase bank closed my account never paid me my money they said they need to speek with my grand son check was clear money was taking by my chase bank refuse to pay me my money my grand son called chase times they told him i should call not him to verify the check owner he is out the country most the time date happen check number xxxx claim number is xxxx with chase | grand son check deposit chase account fund clear chase bank close account pay money say need speek grand son check clear money take chase bank refuse pay money grand son call chase time tell verify check owner country time date happen check number xxxx claim number xxxx chase | Checking or savings account+Checking account | son deposit chase account fund bank account pay money speek son money bank money son call chase time check owner country time date check number claim number chase | Bank Account services |
# Plot graph to check class imbalance
plt.figure(figsize=(12,6))
sns.countplot(x='Topic',data=df_clean)
<AxesSubplot:xlabel='Topic', ylabel='count'>
The dataset exhibits balanced class distribution across five complaint categories, with minor variations. The "Bank Account Service" class has the highest instances (5900), followed by "Others" (5200), and "Credit Card or Prepaid Card" and "Mortgage or Loan" with around 4000 each. This balance doesn't require specific techniques for class imbalance. Standard metrics like accuracy, precision, recall, and F1-score evaluate model performance, although ongoing dataset monitoring remains important as it evolves.
We now build the model to create the topics for each complaints.Now in the below section you will use them to classify any new complaints.
Since you will be using supervised learning technique we have to convert the topic names to numbers(numpy arrays only understand numbers)
#Keep the columns"complaint_what_happened" & "Topic" only in the new dataframe --> training_data
training_data = df_clean[['complaint_text','Topic']]
training_data.head()
| complaint_text | Topic | |
|---|---|---|
| 1 | good morning my name is xxxx xxxx and i appreciate it if you could help me put a stop to chase bank cardmember services \nin i wrote to chase asking for debt verification and what they sent me a statement which is not acceptable i am asking the bank to validate the debt instead i been receiving mail every month from them attempting to collect a debt \ni have a right to know this information as a consumer \n\nchase account xxxx xxxx xxxx xxxx thanks in advance for your help | Bank Account services |
| 2 | i upgraded my xxxx xxxx card in and was told by the agent who did the upgrade my anniversary date would not change it turned the agent was giving me the wrong information in order to upgrade the account xxxx changed my anniversary date from xxxxxxxx to xxxxxxxx without my consent xxxx has the recording of the agent who was misled me | Credit card or prepaid card |
| 10 | chase card was reported on however fraudulent application have been submitted my identity without my consent to fraudulently obtain services do not extend credit without verifying the identity of the applicant | Theft/Dispute Reporting |
| 11 | on while trying to book a xxxx xxxx ticket i came across an offer for to be applied towards the ticket if i applied for a rewards card i put in my information for the offer and within less than a minute was notified via the screen that a decision could not be made i immediately contacted xxxx and was referred to chase bank i then immediately contacted chase bank within no more than of getting the notification on the screen and i was told by the chase representative i spoke with that my application was denied but she could not state why i asked for more information about the xxxx offer and she explained that even if i had been approved the credit offer only gets applied after the first account statement and could not be used to purchase the ticket i then explicitly told her i was glad i got denied and i was absolutely no longer interested in the account i asked that the application be withdrawn and the representative obliged this all happened no later than after putting in the application on notwithstanding my explicit request not to proceed with the application and contrary to what i was told by the chase representative chase did in fact go ahead to open a credit account in my name on this is now being reported in my credit report and chase has refused to correct this information on my credit report even though they went ahead to process an application which i did not consent to and out of their error | Theft/Dispute Reporting |
| 14 | my grand son give me check for i deposit it into my chase account after fund clear my chase bank closed my account never paid me my money they said they need to speek with my grand son check was clear money was taking by my chase bank refuse to pay me my money my grand son called chase times they told him i should call not him to verify the check owner he is out the country most the time date happen check number xxxx claim number is xxxx with chase | Bank Account services |
## Reverse topic names mapping for supervised learning
reverse_topic_mapping = {
'Bank Account services' :0,
'Credit card or prepaid card':1,
'Others':2,
'Theft/Dispute Reporting':3,
'Mortgage/Loan':4
}
#Replace Topics with Topic Names
training_data['Topic'] = training_data['Topic'].map(reverse_topic_mapping)
training_data.head()
| complaint_text | Topic | |
|---|---|---|
| 1 | good morning my name is xxxx xxxx and i appreciate it if you could help me put a stop to chase bank cardmember services \nin i wrote to chase asking for debt verification and what they sent me a statement which is not acceptable i am asking the bank to validate the debt instead i been receiving mail every month from them attempting to collect a debt \ni have a right to know this information as a consumer \n\nchase account xxxx xxxx xxxx xxxx thanks in advance for your help | 0 |
| 2 | i upgraded my xxxx xxxx card in and was told by the agent who did the upgrade my anniversary date would not change it turned the agent was giving me the wrong information in order to upgrade the account xxxx changed my anniversary date from xxxxxxxx to xxxxxxxx without my consent xxxx has the recording of the agent who was misled me | 1 |
| 10 | chase card was reported on however fraudulent application have been submitted my identity without my consent to fraudulently obtain services do not extend credit without verifying the identity of the applicant | 3 |
| 11 | on while trying to book a xxxx xxxx ticket i came across an offer for to be applied towards the ticket if i applied for a rewards card i put in my information for the offer and within less than a minute was notified via the screen that a decision could not be made i immediately contacted xxxx and was referred to chase bank i then immediately contacted chase bank within no more than of getting the notification on the screen and i was told by the chase representative i spoke with that my application was denied but she could not state why i asked for more information about the xxxx offer and she explained that even if i had been approved the credit offer only gets applied after the first account statement and could not be used to purchase the ticket i then explicitly told her i was glad i got denied and i was absolutely no longer interested in the account i asked that the application be withdrawn and the representative obliged this all happened no later than after putting in the application on notwithstanding my explicit request not to proceed with the application and contrary to what i was told by the chase representative chase did in fact go ahead to open a credit account in my name on this is now being reported in my credit report and chase has refused to correct this information on my credit report even though they went ahead to process an application which i did not consent to and out of their error | 3 |
| 14 | my grand son give me check for i deposit it into my chase account after fund clear my chase bank closed my account never paid me my money they said they need to speek with my grand son check was clear money was taking by my chase bank refuse to pay me my money my grand son called chase times they told him i should call not him to verify the check owner he is out the country most the time date happen check number xxxx claim number is xxxx with chase | 0 |
training_data[['complaint_text','Topic']][training_data.Topic==2].head(30)
| complaint_text | Topic | |
|---|---|---|
| 20 | during the summer months i experience a decline income due to my employment therefore i request a one month payment extension with my auto loan company chase for the past almost fours years my request for payment extension is granted i have never been delinquent with my auto loan payment however on my request for a one month payment extension was denied this year i explained my situation to representative and the supervisor with no avail after a lengthy discussion and waiting i was informed the reason for the decline as it is not contractual this reason for denial baffled me and therefore i emailed the office of xxxx xxxx executive director communications jpmorgan chase co a representative contacted me and stated chase will followup about week later a representative of xxxx xxxx xxxx xxxx office called the representative shared her role was help resolve the matter the representative via conference call contacted the department handing my request after reviewing my information my request was still denied based on policy changes i requested an explanation and representative stated a letter will be mailed with explanation i have received xxxx letters the reason for denial was not policy changes i would like cfpb help in exploring the denial of my payment extension request especially since i have been clear reason for denial | 2 |
| 57 | i have been trying to do a loan modification with chase and all they do is give me the runaround im mo behind they dont let me make payments i have aens all doc in but always asking more | 2 |
| 58 | i made a purchase of on xxxxxxxx i made payments of on xxxxxxxx and on xxxxxxxx the minimum payment was the closing date was xxxxxxxx please see attached statement that statement xxxxxxxx shows that i had an outstanding purchase balance of on xxxxxxxx i have enclosed the previous months statement to show that there were no other purchases prior to the one on xxxxxxxx \nhowever when i got the xxxx statement it shows that i still have a purchase balance of i have a promotional balance xxxx in xxxx of in xxxx the promotional balance was a difference of apparently the payment above the minimum payment required by chase i thought would be applied to the purchase was applied to the promotional balance first it is my understanding that once the minimum payment has been met payments in excess of the minimum would be applied to the highest interest rate balance first this is not the first time that chase has skirted us financial law to turn a larger profit i need help in rectifying this problem because my logic fell on deaf ears at chase thank you in advance for your assistance \n\nrespectfully xxxx xxxx xxxx | 2 |
| 73 | i have wired through one of chase branches in xxxx xxxx the exact reinstatement amount of to jpmorgan chase bank in order to removewithdraw their wrongful foreclosure proceedings on my residential property\n\nhowever the chase executive ms xxxx xxxx and its trustee xxxx xxxx xxxx xxxx are not honoring even their own rules and regulations she wants the total payoff of now in order to remove their wrongful foreclosure proceedings with sales date of at xxxx xxxx on my family resident\n\nshe knows i can not prepare xxxx in such a short time thats why i asked for minimum reinstatement amount to avoid foreclosure without resorting to chapter xxxx bankruptcy filing\n\ni appreciate you assistant in bringing jpmorgan chase and its foreclosure trustee xxxx xxxx xxxx xxxx quality to their senses and stop harassing my family with their fraudulent default claim as explained in my previous complaint about them on xxxxxxxx\n\nmy previous complaint id is xxxx submitted product mortgage issue wrongful foreclosure\n\nthank you xxxx xxxx tell xxxx xxxx email xxxx xxxx | 2 |
| 81 | i bought a new xxxx xxxx on xxxxxxxx from xxxx xxxx xxxx in xxxx \ni paid the loan in xxxxxxxxbut chase financial never release the title \ni contacted chase several time with no resolution each time they told me they will release it but nothing was done \nnow i moved to another state and i can not get the registration in the other state because i do not have the title \ni will be obliged to rent a car since i can not use my car | 2 |
| 82 | i recently called to ask chase bank why they reported to the credit bureau that i was days late on a payment that was already paid off when i called i got this info they showed that on the xxxx of i was very late on my bill and owed xxxx to bring this balance down to xxxx and be finished with the bill i paid that amount on the same day the xxxx to being it to xxxx \n\nthey say that i tried to make another payment for later that same day and in a few days that came back as a return payment \n\nthe man on the phone stated to me that if the payment went through then it would have meant that i had a credit on my account for xxxx since i didnt owe anything \n\nthey updated my account with charges and late fees from the return payment that i had no idea of since i thought i paid off the entire amount they reported to the credit bureau that i was days late for not paying what accrued to be the guy representing chase agreed with me that they were in the wrong for charging me the fees and said they would remove them i still have in the negative that they are saying that i owe in the mobile app \n\nadditionally because they reported me being late my credit score dropped points when i called back to ask if they can report that they made a mistake they said i would have to do that on my own i think thats xxxx | 2 |
| 86 | a student loan with chase bank they sold there accounts to xxxx which now holds my account this happened back in though i have made numerous attempts to contact them they do not respond and they tell me know one works in that department any more so there is no one to contact because of this instead of saying sold on my credit report it shows that i am very behind on payments and it is hurting my credit i have called them and mailed letter and no response | 2 |
| 99 | my name is xxxx xxxx i have missed a payment in and was days past due but now current i applied numerous times for a loan modification to get loss mitigation assistance but did not get any help chase only gave me a loan forbearance option i am xxxx xxxx xxxx and have an issue with refinancing since my dti is too high because of excessive debt so i get declined every time and my credit score is too low at xxxx | 2 |
| 127 | i am xxxx military member xxxx with the xxxx chase auto finance is refusing to pay on the gap insurancewaiver coverage that i purchased at the time i signed the financing agreement while stationed at xxxx i purchased a xxxx cadillac ats premium and financed the vehicle with chase auto finance when i purchased the vehicle the original financing agreement included an option to purchase gap insurance for an additional the provider of the gap insurance was xxxx xxxx however i was also required to sign a gap waiver addendum which stated that what was purchased was not insurance but an agreement for chase auto finance to waive any deficiency in the event the vehicle was totaled chase auto finance agreed in writing for me to ship my vehicle to xxxx when i received military orders reassigning me to xxxx the letter explicitly authorized me to drive the vehicle here in xxxx while i am stationed overseas the vehicle was totaled in an accident now chase is refusing to honor the gap insurancewaiver provisions because the loss occurred outside of the united states or xxxx they are also refusing to release the lien on the vehicle so that the salvage value can be recovered and sent to the bank i simply want chase bank to honor its commitment to cover the deficiency between the insurance payout and the remaining balance on the loan if the salvage value of is paid | 2 |
| 141 | action taken by the company between the dates of xxxxxxxx xxxxxxxx an individual or group of individuals contacted chase claims and opened multiple claims that reversed payments to creditors authorized by me and then used the credited reversed funds and fees to make unauthorized transactions \n\nxxxxxxxx claim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed a payment on a personal loan to pave for from xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed three payments of made to xxxx xxxx on behalf of xxxx xxxx to pay off a credit card the date s of the reversed payment s occurred on xxxxxxxx xxxxxxxx and xxxxxxxx \nxxxxxxxx claim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed five payments of from xxxx xxxx to xxxx xxxx to xxxx the five payments that were reversed from xxxxxxxx xxxxxxxx xxxxxxxx xxxxxxxx and xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed four payments to xxxx xxxx three payments of and one payment of the payment dates were xxxxxxxx xxxxxxxx xxxxxxxx and xxxxxxxx \nxxxxxxxx claim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed an authorized hoa payment to xxxx xxxx xxxx xxxx dues a payment in the amount of was reversed from xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed three payments made to xxxx in the amount of from xxxxxxxx xxxxxxxx and xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed two payments made to xxxx in the amount of from xxxxxxxx and xxxxxxxx \nclaim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed two payments made xxxx xxxx in the amount of from xxxxxxxx and xxxxxxxx \nxxxxxxxx claim xxxx an unauthorized claim was made by an individual or group of individuals that retroactively reversed a payment to xxxx in the amount of from xxxxxxxx \ntwo payments were reversed from xxxx xxxx in the amount of from xxxxxxxx and xxxxxxxx two payments were also reversed from xxxx in the amount of from xxxxxxxx and xxxxxxxx finally a payment was reversed from xxxx xxxx xxxx in the amount of xxxxxxxx claim xxxx i made a claim in the branch that was advised by a customer service representative \nthis advice was made when i went to close out an account after receiving a phishing email it was then found that my debit card had been use to make multiple transactions totaling between xxxxxxxx and xxxxxxxx actions i have personally taken to resolve the issue xxxxxxxx after beginning to receive claims paperwork i immediately notified chase claims department the first claims specialist i spoke with was very rude she kept badgering me about the final transaction on my account when i couldnt provide her the information she to call me back when i had the proper information and hung up i called back and spoke with a guy named xxxx i explained the situation to xxxx he had me verify my last know transaction after verifying my last known transaction xxxx took a look at the claims made from xxxxxxxx i advised xxxx that these were claims that i did not call in to reverse \n\nxxxxxxxx this was the call i would make in hours the claim s specialist once again was very rude when i called back i told the claim s specialist i would like to speak to a supervisor i was put on hold for minutes i finally became frustrated and hung up \n\nxxxxxxxx this was the attempt made to attempt to get help in recovering my money to get any answers i had to use a potential review to the xxxx xxxx xxxx about chase s claims practices and protocols i was then transferred to chase s executive office to escalate my claim it was at the executive office that i spoke with xxxx xxxx opened claim xxxx on my behalf she said once my claim was assigned to an executive office employee that person would contact me at the number on file \n\nxxxx mid xxxx my case was assigned to xxxx in the executive office we spent roughly weeks before either one of us spoke on the phone although she had left a handful of voicemails i first spoke with xxxx on friday xxxxxxxx i told her about the multiple claims that were opened against an account i had since closed she claimed she only received two of the claims against the account after speaking with me she assured me she was going to investigate all the claims made that were made beginning at the end of xxxx on xxxxxxxx i noticed multiple payments being deducted from my chase checking account in the description all i saw were numbers on xxxxxxxx i called xxxx to see why money was being debited from my account of course all i got was xxxx s voicemail i left a message requesting a return call by xxxxxxxx i still had not received a return call i called xxxx once again because money was still being debited from my account this time i got a hold of xxxx her explanation for the debited funds was a bit odd she told me that while they were investigating these open claims money was still going to be debited and there was nothing she could do about it finally on xxxxxxxx i received a voicemail from xxxx to call her as soon as possible i returned her call once school was dismissed for the day it was at that point that xxxx told me they closed their investigation of my claims and decided not to reverse their decision when asked what research they used to complete their investigation xxxx became short and told me i would have to subpoena the information at that point i hung up because i felt that it was a lose lose situation | 2 |
| 156 | chase issued a mortgage loan against my property while back i just came to know about it by contacting with the home insurance company last month which was funded from that mortgage loan account the loan number is xxxx \nthe loan account was used for this purpose by a mortgage company named xxxx xxxx with the below information phone xxxx xxxx xxxx xxxx xxxx xxxx xxxx tx xxxx i contacted your sales department to inquire about this loan with no success they declined to provide me any response \n\nchase maintains the loan that are older than years in archived form since the loan was issued against my property and was used back in to provide my home insurance company for home insurance payment \n\nso i need to know the below details on this loan when was the loan account opened and when was it closed if closed\n\nwhat kind of loan was it ie fha va etc \n\nsince this was a concealed information the statute of limit tolls for any legal action \nso i am hoping that you would please cooperate | 2 |
| 167 | a double payment from my chase debt cart to chase credit card posted they wont refund only put in a request and will be days before refunded that money was for from now until tuesday when i get paid and that required me to pay them fee to stop a pending bill payment to another payee so i atleast have at midnight | 2 |
| 203 | jp morgan and chase reported loans xxxx xxxx and xxxx respectively as cancelled debt to the irs on my behalf in xxxxxxxx they sent s to a nonexistent address one that has never been used or reported by me or my cosigner the address they used is a splicing of separate addresses in different cities in the same state this cancellation was done after chase claims they made multiple attempts to contact my cosigner for repayment an arguable fact as my cosigner has absolutely no knowledge or paperwork to that affect though chase has her correct address and phone number i have confirmed this through phone calls with chase \n\nmy cosigner is a retired account and as such she keeps every scrap of paper concerning loans and financing she receives and she has no record of the loans chase reported cancellednor do i so i contacted chase to request copies of the original loan contracts as proof that the loans are in fact mine these loans do not show up on either of our credit reports so we are questioning where they came from \n\nmy first phone call to chase was on xxxxxxxx i spoke to a woman named xxxx in the irs notice department she was unable to provide further information because chase no longer directly deals with student loans i could not get a direct number into chase so i contacted our local chase bank branch and spoke to xxxx on xxxxxxxx she took my information and sent an internal email in an attempt to either get the information i was seeking or to put me in touch with the people who could \n\nwhen i hadnt heard anything i reached back out to xxxx on xxxxxxxx she was helping someone else so my call was taken by the branch manager who took all of my information and filed a grievance on my behalf through chase s complaint and compliance department \n\non xxxxxxxx i was contacted by xxxx id xxxx with the complaint and compliance department she said my information had been given to the research team who would look into the loans when they completed their search she would be back in touch with what they found \n\non xxxxxxxx xxxx called me back and said they had located specifics on the loans in question and directed me to the chase recovery and loan specialist department who would then be able to provide the appropriate documentation i was seeking \n\non xxxxxxxx i contacted the loan specialist department and spoke to a woman who confirmed the loan numbers amounts and cosigner i asked why these loans were not showing up on any credit report and she stated that the loans drop off as soon as they are cancelled a statement that is absolutely false i requested copies of the original loan contracts and she said she would have them sent to me with no issue the contract was post marked xxxxxxxx and arrived xxxxxxxx however the contract she sent was not the correct loan contract it was not the correct dates amount or loan number\n\nrealizing that i wasnt getting anywhere my cosigner contacted chase on xxxxxxxx attempting to get the information i requested the man she spoke to again confirmed details but instead of sending contracts referred her to the irs for further questions \n\non xxxxxxxx my cosigner again contacted chase to directly request contract copies for these loans on this phone call she was told she was not a cosigner and therefore could not be given any information or sent any contracts \n\non xxxxxxxx i contacted chase again and spoke to loan specialist xxxx who confirmed that my cosigner was in fact on the loans she said the original loans were taken out between xxxx she said loans were charged off xxxxxxxx letters sent in xxxx and reported cancelled in xxxx this time she could not confirm the address the s were sent to she said she had no idea where the address came from she also corrected previous information given and confirmed that these loans should be on our credit reports she offered to send me to the credit reporting dept to fix the non reported loans i declined she said she had requested copies of the original contracts as well as copies of the s for these loans to be sent to me in business days unfortunately the only documentation she sent were s with the wrong address i have still yet to receive a single piece of paper relating to these loan contracts\n\nit has been months numerous phones calls and misinformation and i can not get any tangible proof that the loans reported cancelled on my name and social are in fact my loans and my responsibility i once again called chase on xxxxxxxx and asked to speak to a supervisor or someone in charge who could give me a definitive answer and send me concrete proof of these loans i was transferred to a voicemail left a very specific message with appropriate contact information and i have yet to receive a phone call back as of xxxxxxxx even though the voicemail greeting specifically states that a callback will take place within business hours | 2 |
| 213 | my mortgage is with chase my payments were being made by xxxx xxxx xxxx paying early each month xxxx was the provider of xxxx to chase evidently xxxx was sold to xxxx on xxxx transferred the files and told xxxx that chase said i was bankrupt and to terminate the processes xxxx did and did not pay chase any longer i have received no communication from anyone on this i was going to open a checking account at chase today and noticed that my mortgage had not been paid i called and they said that xxxx will not pay them and have terminated me to bankruptcy which i am not in since the mortgage holder would know after much pain i was able to get a mortgage verification letter sent to xxxx so they can restart my payments however i had to make a complete payment pay late fees and have now late payments that will be on my credit file and payment history \n\nxxxx was negligent with the files transfer and xxxx was also negligent by not actually reading the date of the data and contacting the mortgage company to verify the sack of errant files that were delivered \n\nwhat can be done i have now marks on my credit report and had to pay fees for something that was done to me no one will give me the records although they are about me and my finances i thought that i am entitled to all records about myself \n\ni am beyond upset and should have something done to remove the late payment recorded on me to the credit bureaus and filed to remove when a manual mortgage is run xxxx must have been really evil and xxxx doesnt really read what they are given or even contact the person xxxx did not let me know they were changing services \n\ni can provide only the mortgage verification from chase as the rest of the businesses refuse to provide written or electronic data they say that they only the computers transferred the files and were processed evidently xxxx did not use a human review process to read only accept checked fields of bad records | 2 |
| 265 | i am submitting a complaint regarding the actions that chase performed on xxxxxxxx by selling the home i previously owned via foreclosure despite an active sales contract that was approved and agreed upon through xxxx tn bankruptcy court \n\non xxxxxxxx i entered into agreement with xxxx xxxx real estate agent for xxxx xxxx xxxx xxxx tn to begin the process of a short sale of my home the initial proposed sales contract dated xxxxxxxx was submitted to chase for review and consideration on xxxxxxxx i received a letter from chase stating the amount submitted was too low to consider and to submit a new or updates sales contract \n\non xxxxxxxx i received a letter from chase indicating that my home was scheduled for foreclosure on xxxxxxxx two days later xxxxxxxx a new contract was submitted with a new buyer and a new amount of xxxx chase approved the short sale with the proposed amount the sales agreement listed the closing date as xxxxxxxx this sale was approved by the tn xxxx district bankruptcy court on xxxxxxxx the agreed short sale was stopped because seller unable to provide good title because the home was in bankruptcy a lien was placed on it to assure that any proceeds of the sale would be paid to jp morgan chase as part of the bankruptcy agreement the approval authorizing the sale specifically stated conditions that jp morgan chase bank and all liens would be paid in full as the closing \n\non xxxxxxxx chase sold the home as a foreclosure auction by a third party at the same approved amount of xxxx chase was fully aware that a short sale which had been approved by the bankruptcy court was to have been completed by xxxxxxxx once the sale had been completed all liens would have been released and the seller could have received a complete title free from any liens \n\nbecause chase did not fulfill the approval of the sale via bankruptcy and sold the home as a foreclosure i will now have a foreclosure listed on my credit and that should not be the case chase negligence in adhering to the approval of the sale has now placed my credit in a dismal state \n\nbecause chase neglected to fulfill the approved sale of the home that was agreed upon and in process of closing on xxxxxxxx a foreclosure was performed once the short sale had been completed the new homeowner would have received a title that was free from all liens | 2 |
| 267 | i received an offer from chase xxxx visa promising a companion airline pass xxxx bonus points for opening a chase xxxx visa card i applied for the card online in xxxxxxxx providing my current email address phone number and address i was approved in xxxx i requested paperless billing statementscorrespondence and assumed that my current contact information provided at time of approval would be utilized by chase for the xxxx xxxx \n\nhaving previous chase credit card products i was able to log into my online account and setup automatic bill payment for my account i used my card as needed to earn the companion pass and bonus points and assumed the auto payments were being made from my checking account as i viewed line items that had chase in the description and as i was not receiving paper statementsemails or phone calls from chase regarding my xxxx account \n\nin reviewing my checking account statement in xxxx and realizing the that the chase line item was actually an auto payment for one of my husbands credit cards and was not in fact for the xxxx visa card i reached out to chase xxxx visa immediately \n\non xxxxxxxx i reached out to the customer service phone number listed on the back of my card payments are due on the xxxx of the month to learn that i was days past due and explained that auto payment had been requested on my end via the online tool which they explained could take business cycles but did not appear to have gone into affect \n\nadditionally i learned that they did not have the correct contact information in the system but instead had reached out to old email addresses and telephone contact information from previous accounts that had auto populated instead of using the correct information i had provided at the time of application \n\ni made a payment by phone immediately to payoff the entire balance requested auto payment to be setup and confirmed on their end as well as requested that the current contact information be setup in the system to avoid missing communications in the future \n\nthey made notation in the account of the challenge reversed all late charges and ensured me that the late payment would not be reported to the credit bureau due to the banking error also confirmed that i had met the required spend to earn the bonus and given the banking error reversal of late charges payment in full and notation that i would be eligible to receive the companion pass and bonus points which i have received this reassured me that there would not be any negative credit reporting as it appeared that they had addressed the issue on their end \n\nall subsequent payments have been made on time and as of xxxxxxxx the account has a balance due to charges made after payment in full \n\nin xxxxxxxx i received an email from xxxx alert service that i subscribe to that my credit score had decreased from xxxx to xxxx i opened the xxxx file which stated a late payment was reported by chase for xxxx i filed a dispute and in xxxx received an email from xxxx stating the dispute had been resolved upon further investigation it noted that the negative reporting was not being removed \n\ni contacted chase xxxx visa explained the negative reporting the agent reviewed the notes in the account and verified that they had made notation of the banking error due to the internet site not correctly setting up auto payment and the reversal of all late charges they stated that the credit bureau unit was not currently open and requested i call back the next day and request to speak to the unit as they would be able to to correct the information \n\ni followed the advice and spoke with xxxx cbu specialist in the xxxx mo call center after a long period of discussion xxxx informed me that there was nothing that he could do to update the file and remove the late payment reporting to the bureau \n\nafter requesting all notation on my file he advised i send a fax to the business office at xxxx xxxx but that there was not a live person to speak with nor an email that i could send the request to \n\ni asked to speak to his supervisor at which point he transferred me away from his department to a supervisor in the customer service department without telling me that he was actually transferring me out of the credit bureau unit back to xxxx customer service \n\nin speaking with xxxx in customer service i believed that i was still speaking to the credit bureau department i recalled all events she confirmed the notation in the account additionally i advised her that even after multiple attempts and confirmation that my current contact information had been updated that on xxxxxxxx my online account was still displaying old contact information as the default for all chase accounts i was able to uncover this while attempting to log into my account i received a screen that stated that i needed to enter a code to proceed and the phone numbersemail that were prepopulated by the website to receive the codes were outdated information i had to call the phone number listed to receive the access code and that once i was able to gain access into the account i confirmed that that while my current contact information was listed the default contact information that was highlighted on the top was actually old out dated information \n\ni explained to her that when i tried to update the info on the site it would not allow me to delete the old info or update the current info to be set as the default for the account she assisted with updating on her end had me log out and log back in to confirm that the correct information was now showing on my end as the default contact information \n\ngiven all of the challenges with the site that have been noted extensively as well as the notation of the banking challenge due to the malfunction of the auto payment setup i asked if she would be able to assist with removing the negative reporting at this point she advised me that i had been transferred out of the credit bureau department and that she would attempt to connect with a credit bureau specialist to see what could be done i explained that i had already spoken with xxxx in that department and that i was hoping to speak with his supervisor when he had transferred me to her she stated that the supervisors in that department can take up to days to provide a call back \n\nshe then got another credit bureau specialist on the phone named xxxx explained the situation and xxxx told her that there was nothing that he could do to assist \n\ni have never been late with a payment across all accounts i have spent numerous hours trying to resolve this matter with jp morgan chasexxxx as a result of chasexxxx xxxx it appears that my diligence to setup auto payment provide current contact information for my account were not feasible and will now have a significant impact on the cost of credit that i will be seeking for a new home purchase mortgage given that my credit rating went from outstanding to good and is the main tool used by lenders for determining interest rates offered \n\ni am reaching out to you in hopes that you will be able to assist with restoring my credit due to bankingit error on the part of the credit card issuer by sharing my story prevent another person from being lured into getting a credit card from chase and have to deal with the same challenges i have faced | 2 |
| 287 | i have a chase sapphire reserved card and the payment is due the first of the month to pay the bill i can go through the chase credit card website and it automatically draws the payment from my bank account the payment normally takes several hours to be completed although they do state that it can take up to two business days i normally schedule the payment two days in advance of when my payment is due to ensure that it is received on time taking into account weekends and how many business days there are before the first of the month \n\ni have made payments for this credit card on time for every single month however on at least four instances the credit card is saying payments have been late and they charge a late fee and interest charge for the first two instances i know i made the payments on time but the company said it was posted late and so they charged fees when i found out i called the credit card company and spoke to their customer service representative and eventually after talking to supervisors they acknowledged that their system inappropriately delayed when the payment was shown as posting and so they refunded the late fees and interest charged more recently for this past xxxx it occurred again and then for xxxx i went online and made the payment but when i got my statement for xxxx recently its saying that the payment was never received and so it charged late fees and interested for both xxxx and xxxx i am tying to talk to them to get them to address these situations as well and am hoping they will resolve it but its now seeming to be a pattern and i have heard from others who have this credit card and other credit cards that they experience this as well i dont know if its just errors in these companies systems or if it is purposeful as a way for them to collect late fees and interest charges from unsuspecting customers i am lucky in that i am familiar with consumer protections laws and so know how to call them and challenge them but i worry that many consumers wont notice or wont know how to challenge them and so just pay them i am wondering if others have complained about this to cfpb and so perhaps it is in fact a pattern that requires investigation thank you for your time and consideration and for all you do to help protect consumers across the country | 2 |
| 293 | i ask chase auto finance please honor the written agreement and refund an amount of xxxx based on the excess mileage amount in section of our lease change their policies so that they specifically communicate the effective due date in writing so customers don’t feel threatened to pay any amount they claim as soon as possible before the account gets closed and sent to collections without prior noticeplease find the details of my claim belowonxxxxxxxx i returned a leased car for which i had a car loan with chase auto finance onxxxxxxxx i received a letter from the end of lease department at chase auto finance with my total lease liability including excess mileagethe excess mileage amount due was xxxx which assumed a charge of xxxx cents per excess mile however this does not match what was stipulated in my lease agreement with xxxx xxxx xxxx which stated in section that “you may be charged for excessive wear based on our standards for normal use and for mileage in excess of a xxxxxxxx miles per year at a rate of b xxxx cents per mile” please find a copy of my lease agreement attachedthis came as a surprise to me because a few months before the end of my lease i spoke with xxxx xxxx from jxxxx xxxx xxxx xxxx xxxx the sales person i attended me in xxxxxxxx when i took lease of the car i explained to him that my lease stated an excess of xxxx cents per mile instead of xxxx cents per mile and he said that someone probably made a mistakethe excess mileage amount stated in the lease agreement is xxxx cents not xxxx cents therefore the amount owed for excess mileage should be xxxx i ask chase auto finance to please honor the written agreement and refund the difference of xxxxi have tried to remediate this issue with chase before reaching this point i called the end of lease department at xxxx xxxx several times and i spoke with different people the first time onxxxxxxxx i was asked to fax my lease agreement so they could compare it against what they had on their records i called again on xxxxxxxx and twice on xxxxxxxx in all instances i was told that the agreement stated xxxx cents per mile and that the amount owed would not be amended on xxxxxxxx i tried to escalate my complaint to a supervisor i spoke with someone with idxxxxxxxxxxxx who told me i would get a call back from another supervisor in hours i asked for a contact number in case i did not hear back and i got a phone number xxxx xxxx and a name xxxx but they refused to give me a last name i never received a call back or a voicemailduring one of these calls i also asked what the due date to pay the amount owed was because the letter i originally received from chase just said “please pay this amount upon receipt of this letter” i was told that they would close the account after between and days after being open and send it to collections i asked to get that in writing but they refused several timesi got in touch with xxxx xxxx chase private client and xxxx xxxxxxxx chase branch manager from the xxxx xxxx xxxx xxxx xxxx ca office who helped escalate the issue with chase auto finance they first asked me to call xxxx xxxx extension xxxx and ask for xxxx who i talked to and got the same response as before then they opened a ticket with the chase branch complaint escalation team and i got in touch with xxxx xxxx xxxx extension xxxx who reached out to chase auto finance they reviewed my case and they stood by their decision of charging me xxxx cents per milei then asked xxxx if she could ask chase auto finance to get clarity on the due date she called them and was told that they could close the account and send it to collections as soon as days after being opened and again refused to provide written proofgiven the circumstances i felt threatened to pay the total amount due to protect my credit score | 2 |
| 294 | spoke to the with payment arrangement xxxxxxxx at xxxx xxxx the calls have been nonstop since that day using various numbers from different states today i had by xxxx i told them that payment arrangement was already made and they had no right to call me nonstop i have them logged in my cell but its alot of calls and cant write them all on here due to disability i probably have calls from them since the xxxx i tod them i will sue them for harrassment im fed up the bill is around | 2 |
| 296 | claim number xxxx this complaint is in regard to an unautorized charge on my account i authroized xxxx to take out payments of xxxx they took out a payment of xxxx then a pyament of xxxx which is not what i agreed to here is a screen shot from my xxxx account supporting my position the first payment was charged correctly but the second payment was not xxxx xxxx xxxx changed me to out of state by mistake but xxxx keeps trying to charge me the incorrect amount | 2 |
| 316 | re complaint against jp morgan chase xxxx home lending advisor ms xxxx xxxx and manager mr xxxx xxxx subject refinancing home loan via chase home loan no xxxx mr xxxx xxxx with regards to your deference to chase executive office based upon your interpretation of my email dated xxxx xxxx xxxx that the correspondence intimated a threat of suit perhaps the terseness of the narrative may have animated such an inference but it was merely a correspondence of frustration invoked by my interpretation of an apparent deficiency of candor in what would appear to be a simple and mechanical process based on basic standards of care \n\nfrom xxxxxxxx until friday xxxxxxxx ms xxxx xxxx home loan advisor agent of jp morgan chase unacceptable conduct along with email communication that is part of the record clearly supports the allegations of unfair business practices and fraudulent business practices \n\ncommon sense the standards of care which affords common sense to prevail in a style articulated by our scoutus as stated by the following in interpreting this text we are guided by the principle that he constitution was written to be understood by the voters its words and phrases were used in their normal and ordinary as distinguished from technical meaning united states v sprague u s see also gibbons v ogden wheat normal meaning may of course include an idiomatic meaning but it excludes secret or technical meanings that would not have been known to ordinary citizens in the founding generation district of columbia v heller us obligations in common language the state of california articulates the predicate for an obligation by stating the following code of civil procedure ccp preliminary provisions preliminary provisions enacted section twentysix an obligation is a legal duty by which one person is bound to do or not to do a certain thing and arises from one contract or two operation of law\n\n amended by code amendments ch common language the state of california clarifies the meaning of the terms contract or by operation of law with the following civil code civ division obligagtions part obligations in general title definition of obligations an obligation is a legal duty by which a person is bound to do or not to do a certain thing\n\nsection fourteen hundred and twentyeight an obligation arises either from one the contract of the parties or two the operation of law an obligation arising from operation of law may be enforced in the manner provided by law or by civil action or proceeding\n\n amended by code amendments ch a contemporaneous review of events it was xxxxxxxx when my wife and i first made the acquaintance of mrs xxxx xxxx as a jp morgan chase xxxx home lending advisor nmls id xxxx at the xxxx ca branch where she introduced herself and represented that she has a tenure with jp morgan chase as a home lending advisor \n\nas the more knowledgeable person my wife engaged the financial details of the prospective refinancing details of the conversation with mrs xxxx xxxx articulating my wife shared with ms xxxx that she believed my credit score should be in the range of we disclosed that we did not want to take any cash out of the property\n\nwe also shared with her that we would be paying out of pocket the refinancing cost so please do not wrap any cost into the loan \nwe asked how long is chases refinance process and ms xxxx share to days we asked whether or not if she could complete the process in days since we would not be taking any cash out she committed to completing the process in days if we were able to forward all of the documents on the list she provided back to her on saturday xxxxxxxx we committed to going home and forwarding to her all of the documents requested on saturday xxxx xxxx \nms xxxx represented that we would not have to do an appraisal since xxxx xxxx the property at xxxx \n\nmrs xxxx xxxx further represented after we provided ms xxxx with a copy of our current mortgage statement she completed her calculation using the automated mortgage calculator on her desktop using a credit score of xxxx then changing it to xxxx points the calculation provided an interest rate of ms xxxx never disclosed to my wife and i that we would have to provide a good faith fee of again my wife represented to mrs xxxx xxxx at the conclusion of the xxxxxxxx meeting that she would immediately send over the requested loan documents as soon as we arrived home which mrs xxxx appeared to acknowledge in affirmation since it was before xxxx oclock xxxx \n\nitenary of activity my wife sent over all of the documents to ms xxxx xxxx as represented as expeditiously upon arrival to home at approximately xxxx xxxx per the email dated xxxxxxxx \nreply email from ms xxxx indicated that she was gone for the day xxxxxxxx and would not return to the office until tuesday xxxxxxxx hello i am out of office for the remainder of the day i will however respond to emails tuesday for urgent matters reach out to the client care specialist assigned to your loan thank you and have a blessed day thank you for choosing chase \nwhen we did not her from ms xxxx on tuesday xxxx xxxx my wife called her late tuesday afternoon xxxx represented that she never received the documents even though here email reply when documents were sent stated the above message \nmy wife asked xxxx to look into her spamjunk box that is when she confirmed she had the documents and that she would prepare the loan application \non xxxxxxxx at xxxx xxxx ms xxxx xxxx remits email correspondence articulating the following hello hope all is well \nyour loan application is ready please connect with me once you review them the rate was higher due to the credit coming in a little lower but i will reach out to my management if there is anything we can do \n\none item was missing the home owners declaration page \n\nplease send that last item as well \n\nregards xxxx if you are not satisfied with my service or your experience with chase at any time please let me or my manager know right away our contact information is below \n\nthank you for choosing chase \n\nmy wife and i sent email correspondence to ms xxxx xxxx on xxxxxxxx at xxxx xxxx stating hi xxxx below you state the rate was higher due to the credit coming in a little lower what is the fico score what is the rate you are now quoting on the application \n\nwhat is chase fee on buying down points would you kindly itemize them out so that me and my wife can review \n\nwhat does your statement below mean where you state but i will reach out to my management if there is anything we can do \n\nlastly the noreply mailchasemortgage email link for me to signup does not work also if it did work i would be unable to complete the application due to the fact that you did not provide me with a loan application number we would like to complete this process within days which you stated that you would be able to make that work but i cant begin the process without a loan application number as well as knowing what rate you are now quoting and what my fico score is coming back at can you provide a copy of the credit report so that i can review it for discrepancies \n\ni we look forward to your quick response \n\nbest regards xxxx xxxx and wife xxxx \n\nlater in the afternoon of wednesday xxxxxxxx at xxxx xxxx edt ms xxxx xxxx remitted a reply email in response to the joint email of my wife and i sent at xxxx xxxx by stating the following hello i hope all is well \n\nso for starters the information you requested the credit score range xxxx xxxx xxxx xxxx xxxx xxxx xxxx \n\nyour mortgage loan number is xxxx this should help with the portal and reviewing the loan application disclosures \n\nfor now the rate we have apr total cost of loan and we are not in need of an appraisal with the proposed figures your payment will be decreasing and eliminating your mortgage insurance \n\nbuy down the points are the following apr cost payment apr cost payment let me know your thoughts and xxxx you can call me this evening when your home and we can talk and go thru the application over the phone if you like \nif you are not satisfied with my service or your experience with chase at any time please let me or my manager know right away our contact information is below thank you for choosing chase \n\n\nwhat is deception this communication portends several issues from my perspective first there is a matter of dubious candor as articulated in the plain language of california civ which articulate the following civil codeciv division obligations part enacted one who willfully deceives another with intent to induce him to alter his position to his injury or risk is liable for any damage which he thereby suffers \na deceit within the meaning of the last section is either the suggestion as a fact of that which is not true by one who does not believe it to be true the assertion as a fact of that which is not true by one who has no reasonable ground for believing it to be true the suppression of a fact by one who is bound to disclose it or who gives information of other facts which are likely to mislead for want of communication of that fact or a promise made without any intention of performing it\n\n enacted back and forth bantering emails dispersed from myself to ms xxxx xxxx and my wife to ms xxxx xxxx chapter added by stats ch as used in this part in connection with housing accommodations unless a different meaning clearly appears from the context c discrimination includes provision of inferior terms conditions privileges facilities or services in connection with those housing accommodations \n\n d housing accommodation means any building structure or portion thereof that is occupied as or intended for occupancy as a residence by xxxx or more families and any vacant land that is offered for sale or lease for the construction thereon of any building structure or portion thereof intended to be so occupied \n\n f person includes all individuals and entities that are described in section d of title of the united states code and in the definition of owner in subdivision e of this section and all institutional third parties including the federal home loan mortgage corporation\n\n g aggrieved person includes any person who claims to have been injured by a discriminatory housing practice or believes that the person will be injured by a discriminatory housing practice that is about to occur\n\n h real estaterelated transactions include any of the following the making or purchasing of loans or providing other financial assistance that is for the purpose of purchasing constructing improving repairing or maintaining a dwelling or that is secured by residential real estate\n\n the selling brokering or appraising of residential real property\n\nus code requirements for certain mortgages a disclosures specific disclosures in addition to other disclosures required under this subchapter for each mortgage referred to in section aa of this title the creditor shall provide the following disclosures in conspicuous type size a you are not required to complete this agreement merely because you have received these disclosures or have signed a loan application\n\n o affiliate defined for purposes of this section the term affiliate has the same meaning as in section k of title exemptions the bureau may by regulation or order exempt specific mortgage products or categories of mortgages from any or all of the prohibitions specified in subsections c through i if the bureau finds that the exemption a is in the interest of the borrowing public and b will apply only to products that maintain and strengthen home ownership and equity protection\n\n prohibitions the bureau by regulation or order shall prohibit acts or practices in connection with a mortgage loans that the bureau finds to be unfair deceptive or designed to evade the provisions of this section and b refinancing of mortgage loans that the bureau finds to be associated with abusive lending practices or that are otherwise not in the interest of the borrower\n\nthe sole and exclusive disclaimer made by the agents of chase which appears to countervails us c a a is the following statement ms xxxx as an agent for jp morgan chase lied when she stated to me and my wife that jp morgan chase uses the lower of the fico score when offering loan terms and interest rate to me and my wife \n\nshe lied when she presented to me and my wife that jp morgan chase selection of the lowest fico score was due to chases guideline s policy \n\nwhen we asked for a copy of chases guidelines she and her manager mr xxxx lied when they stated that jp morgan chase guidelines are internal documents and are not given out \n\nwhen ms xxxx tried to cover ms xxxx lie xxxx xxxx instructed myself and my wife during a phone call between the parties that the only thing we needed to do was to get a written quote from a competitor and submit it back to her because chase does meet their competitors pricing and interest rate however when we submitted a written quote from a competitor mr xxxx in support of ms xxxx stated in an email communication that chase does not meet competitors pricing and since we had not provided a good faith fee and did not submit all documentation we had until end of business to complete the loan application reflecting the xxxx fico score and pricing or cancel the process \n\nms xxxx email response to my wife when my wife sent her the competitors pricinginterest rate using a xxxx fico score as ms xxxx instructed us to do with the words where did you get this from never addressing that fact that the interest rate quoted was and we did what she asked of us\n\nms xxxx was asked not to load any of the cost into the loan she did it anyway and when asked several times to update the loan amount she did not complete that task until friday xxxx xxxx evening when she was on her way out the door for the week \n\nms xxxx lied when she sent me the initial myhomechase email to login andor create login credentials in order to begin the process ms xxxx failed to provide me with the loan application number when my wife called her regarding my inability to move forward before the hours account creation expired ms xxxx stated that she did not provide the loan application number because she wanted me to give her a call when i discovered that i could not move forward \n\nit was during my wife phone conference with executive director mr xxxx xxxx on friday xxxxxxxx at xxxx that he confirmed the lies that ms xxxx represented on behalf of chase it was disclosed that chase does uses the middle fico score not the lowest it was also disclosed that chase did not have any such guideline s policy of using the lowest fico score as previously represented to us by ms xxxx xxxx it was disclosed that ms xxxx did not years of experience as a home loan advisor with chase mr xxxx further confirmed that ms xxxx has worked for chase for several years as a teller along with assisting other loan advisors i believe he also stated that my home loan application was the first home loan application that ms xxxx has worked on alone \n\nmr xxxx in good faith did offer my wife the option for us to move the application over to chases xxxx location but my wife decided to give ms xxxx the benefitofthe doubt and to allow her to learn from her mistakes and complete the application process \ni believe mr xxxx xxxx stated to my wife that he had a conversation with ms xxxx regarding the issues \n\nhowever it was a big mistake to leave ms xxxx in place it also appears that the conversation that mr xxxx had with ms xxxx did not work \nthroughout friday xxxxxxxx late afternoon ms xxxx sent me several misleading emails informing me that my loan documents were ready for me to login to myhomechase to complete the loan application process and to paid the good faith fee \n\ni emailed her to alert her that the documents had not been updated and if she would please email me alerting me when to go back into the portal after she had updated the documents she then sent me another email late friday afternoon informing me that my update documents were ready for me to complete and that she would send me a separate email informing me how to access the updated documents i waited for i believe hours and i emailed her back to share with her that i had not received the separate email later in the afternoonearly evening my wife placed a call to her her response that she was sorry she missed the call but was out of the office for the remaining of the day and to have a nice weekend \n\nshortly after that the separate email arrived i login in once again to view the revised documents and they were still the old documents i email ms xxxx back with both mr xxxx mr xxxx on the email asking for their help with hanging the revised documents or assisting ms xxxx with hanging the revised documents neither mr xxxx nor mr xxxx responded \n\nhowever ms xxxx did respond and informed me that the rate and pricing would be updated on monday and that the only thing she did was to change the loan amount \nshe went on to let me know that mr xxxx nor mr xxxx could handled the process of hanging of the documents and to have a nice weekend \n\nin conclusion as far as i am concerned all of the above behavior is a clear representation of unfair business practices and fraudulent business practices which my last email on friday xxxx xxxx that mr xxxx responded back to and forward to his executive office clearly reflects my disdained for being subjected to ms xxxx and mr xxxx fraudulent and unlawful conduct | 2 |
| 317 | ive been actively trying to resolve this concern with chase bank for the longest time since i was reported late days twice on my credit report due to no fault of my own \n\ni have spoke and confirmed this with a chase representative who agreed with me the system chase uses is false and leads to misinformation regarding accounts \n\nthe chase system does not show correct account activity when payments are made to their auto loan accounts until the entire balance is processed on its own \n\nsince the beginning of the lease ive had nothing but trouble trying to have my payments made and processed through chase without being charged some late fee when my payments are made on time \n\nback in xxxx i noticed the payments i had been sending to chase for my car were not being reflected on the balance my car payment due is each month if i submit a payment for that payment does not get applied to the balance whatsoever it will still reflect an amount of instead of thats is owed which is misleading and completely not fair \n\nit leads me to not know exactly how much is due after processing payments because even under recent activity it does not show the past payments ive made on the account only payments ive made months prior show up and not recent made payments \n\nits not fair chase does not apply the amounts ive paid to my car to help show the right balance due on my car this purposely misleads customers like me and we end up being penalized for not paying when weve processed multiple payments to our loan \n\ni should have not been reported late days for a past due balance of when i had made those payments and if chase updated the balances correctly customers such as myself would not have been reported late \n\nim kindly asking for chase to review and kindly update my credit report to reflect good standing due to bank errors that dont seem to get resolved | 2 |
| 339 | on i purchased a used truck at xxxx at the time of purchase i was told the payment will not be due until days from the date of purchase i did not know the first payment was due days from the date of purchase until my credit score dropped xxxx told me a lie about my first payment being due and now i have a late payment on my credit report which has affected my score i spoke to jp morgan chase bank about the late payment and they told me there is nothing they can do i contacted the credit bureaus and was told i have to contact the lender jp morgan chase bank i informed credit bureaus that i already spoke with the lender so now im stuck with the first late payment on my credit report which i genuinely care about i just want the late payment off my credit reports as i been requesting | 2 |
| 353 | my information was used to obtain a loan from chase bank i have mailed in documentation to the financial institution denial of financial responsibility forms signed by a notary the companies have not stopped harassing me and they want me to pay for something associated with fraud i have requested a contract with a signature that belongs to me and they have yet to produce one whatsoever i have mailed to them proof that the debt and loan does not belong to me and they have not produced any validation of any agreement that verifies i have any loan or promise to pay chase auto or any financial responsibility | 2 |
| 365 | jpmorgan chase bank and xxxxxxxx xxxx xxxx xxxx credit reporting dispute this discrepancy on my credit report was disputed with xxxx the outcome has resulted in insufficient change to the report the information that disputed and is indeed false was incorrectly verified as correct by jpmorgan chase to xxxx this notice is attached a \nthis account xxxx is correctly identified on the credit report as opening xxxxxxxx the first payment was made on time on xxxxxxxx as evidenced by my bank statement from that time attachment b ive included the second bank statement showing the on time payment attachment c i can provide evidence of every single payment being made on time however it seemed excessive especially since jpmorgan chase is well aware that every payment was made on time \ni filed chapter xxxx bankruptcy in xxxxxxxx this loan was not included in the bankruptcy i signed and submitted a reaffirmation letter jpmorgan chase however they did not sign and return it in time for it to be filed with the bankruptcy \nthe month i filed is the month that jpmorgan chase is reporting as the date of delinquency indeed this is not the case as i have provided proof of payment from xxxx xxxx for that month as well as every single month on time from xxxx attachment d when the account was sold to xxxx xxxx xxxx xxxx attached is the email from chase notifying me of the change effective xxxxxxxx attachment e xxxx xxxx xxxx xxxx as serviced by xxxx xxxx xxxx xxxx sent notice on xxxxxxxx of new account xxxx statements showing this change and on time payments since that time are attached attachment f | 2 |
| 382 | i want to raise concern due the company not reviewing my full application for medication the company keep saying i do not live in the house i have provided proof several times to the company that i do in fact live in the house but i feel the company just want to take my home \n\nplease help me | 2 |
| 383 | on xxxxxxxx i made an additional principal payment towards the principal of our mortgage i sent the coupon from the bottom of the statement and wrote in the amount of which was to be put towards the principal only when i reviewed my account on xxxxxxxx i noticed that they had put around directly towards principal and applied the remaining to interest escrow and fees i contacted them via email on xxxxxxxx to explain that this payment was for additional principal only as of today i have not received an email explaining why this payment was incorrectly processed on xxxxxxxx i made a principal payment of and that payment was posted exactly as it should be i have never been late and pay extra on principal nearly every month i want this reversed and the entire applied directly to principal | 2 |
| 394 | i sent to a seller on xxxx for a pair of sneakers through xxxx xxxxxxxx the following day xxxxxxxx the seller kept making excuses that his xxxx account was acting up and requested for me to send it again i sent additional payments of totaling to xxxxxxxx he made another excuse that i shouldve left a note on the payment and in order for me to get my money back id need to send another it was at this point i had a hunch that i was scammed ive reached out to chase and and xxxx and they are unable to get my back the seller has refused to send my money back and has blocked me | 2 |
| 399 | my wife and i have had a traditional xxxx yr mortgage with chase account xxxx since xxxx we were never delinquent on a payment each month chase sends me a monthly statement with a coupon for the next payment in xxxxxxxx i never recieved their statement or coupon and i did not send in my xxxx mortgage payment i recieved the statement coupon for xxxx and xxxx was paid on time the first week of xxxx i was contacted by chase telling me our mortgage was delinquent i looked into it and agreed that i missed xxxx s payment and made payments in the next week to catch up now we are trying to apply for a line of credit but were denied as chase reported we were delinquent x payments i say we were delinquent for payment as when i was notified that our xxxx payment was never made i paid it plus our regular xxxx payment in the next few days \nnow due to this error we have been denied a line of credit we need for expenses for an upcoming child s wedding not to mention the negative impact this has had on our credit score | 2 |
| 402 | i applied for a chase credit card affiliated with united airlines i was sent an email at application that stated further review was needed after days i contacted chase to inquire about the status the automated response said it was still in review i then opted to talk to a representative the call was answered and i asked status and was told it was denied i asked why and they wouldnt give me a reason i stated i believed that there must be some type of mistake that they either had my income wrong or debt wrong because i know my credit score is in the upper s i only have one other credit card with a larger limit but paid in full monthly and a house payment i know my debt to income ratio is and i have been in the same line of work for over years i happen to be a xxxx xxxx and know there is no business reason that i would be denied so there had to be an error somewhere in the application process i said i assumed they were double counting my mortgage as i had recently refinanced and they could easily be double counting the lady wouldnt respond in any way i asked to speak to a loan officer or supervisor to try and resolve any possible issue and was asked if i didnt mind being called back and i replied that was fine she said i would receive a call within the next minutes and verified my phone number i have never received a call back ive been a customer of chase in the past and all my accounts and all were handled as agreed ive never missed or been late on a payment in my life i understand if there was an error on my application but the fact they wouldnt wont and havent allowed me to address the issue even after repeated attempts is a major problem it is either a problem or they are discriminating | 2 |
# x - y split
X = training_data.complaint_text
y = training_data.Topic
#Write your code to get the Vector count
# Fit transform the X
count_vect = CountVectorizer()
X_vect = count_vect.fit_transform(X)
from sklearn.feature_extraction.text import TfidfTransformer
#Write your code here to transform the word vector to tf-idf
#Fit transform word vector to TF-IDF
tfidf_transformer = TfidfTransformer()
X_tfidf = tfidf_transformer.fit_transform(X_vect)
from sklearn.model_selection import train_test_split
# train test split
X_train, X_test, y_train, y_test = train_test_split(X_tfidf, y, test_size=0.25, random_state=40, stratify=y)
You have to try atleast 3 models on the train & test data from these options:
Using the required evaluation metrics judge the tried models and select the ones performing the best
# Write your code here to build any 3 models and evaluate them using the required metrics
from sklearn.naive_bayes import MultinomialNB
from sklearn.linear_model import LogisticRegression
from sklearn.tree import DecisionTreeClassifier
from sklearn.ensemble import RandomForestClassifier
from sklearn.model_selection import StratifiedKFold
from sklearn.model_selection import cross_val_score
from sklearn.model_selection import GridSearchCV
from sklearn import metrics
from sklearn.metrics import roc_auc_score
from sklearn.metrics import accuracy_score
from sklearn.metrics import precision_score
from sklearn.metrics import recall_score
from sklearn.metrics import precision_recall_fscore_support
from sklearn.metrics import classification_report
from sklearn.metrics import confusion_matrix
from sklearn.metrics import ConfusionMatrixDisplay
# utlity function to display the model report
def display_classification_report(model,metric):
y_train_pred_proba = model.predict_proba(X_train)
y_test_pred_proba = model.predict_proba(X_test)
roc_auc_score_train = round(roc_auc_score(y_train, y_train_pred_proba,average='weighted',multi_class='ovr'),2)
roc_auc_score_test = round(roc_auc_score(y_test, y_test_pred_proba,average='weighted',multi_class='ovr'),2)
print("ROC AUC Score Train:", roc_auc_score_train)
print("ROC AUC Score Test:", roc_auc_score_test)
metric.append(roc_auc_score_train)
metric.append(roc_auc_score_test)
y_train_pred = model.predict(X_train)
y_test_pred = model.predict(X_test)
precision_train,recall_train,fscore_train,support_train=precision_recall_fscore_support(y_train,y_train_pred,average='weighted')
precision_test,recall_test,fscore_test,support_test=precision_recall_fscore_support(y_test,y_test_pred,average='weighted')
acc_score_train = round(accuracy_score(y_train,y_train_pred),2)
acc_score_test = round(accuracy_score(y_test,y_test_pred),2)
metric.append(acc_score_train)
metric.append(acc_score_test)
metric.append(round(precision_train,2))
metric.append(round(precision_test,2))
metric.append(round(recall_train,2))
metric.append(round(recall_test,2))
metric.append(round(fscore_train,2))
metric.append(round(fscore_test,2))
print('Train Accuracy :',acc_score_train)
print('Test Accuracy :',acc_score_test)
model_report_train = classification_report(y_train,y_train_pred)
model_report_test = classification_report(y_test,y_test_pred)
print('Classification Report for Train:\n',model_report_train)
print('Classification Report for Test:\n',model_report_test)
# Plot the confusion matrix
fig, ax = plt.subplots(figsize=(12, 8))
# Create the confusion matrix
cm = confusion_matrix(y_test, y_test_pred)
cmp = ConfusionMatrixDisplay(cm, display_labels=model.classes_)
cmp.plot(ax=ax)
plt.xticks(rotation=80)
plt.show();
# create 5 folds
folds = StratifiedKFold(n_splits = 5, shuffle = True, random_state = 40)
# utility method to get the GridSearchCV object
def grid_search(model,folds,params,scoring):
grid_search = GridSearchCV(model,
cv=folds,
param_grid=params,
scoring=scoring,
n_jobs=-1, verbose=1)
return grid_search
# utility function to display the best score and parameters of the GridSearchCV model
def print_best_score_params(model):
print("Best Score: ", model.best_score_)
print("Best Hyperparameters: ", model.best_params_)
# Multinomial Naive Bayes Classification
# create MNB model object
mnb = MultinomialNB()
# fit model
mnb.fit(X_train, y_train)
# display classification report
metric1=[]
display_classification_report(mnb,metric1)
ROC AUC Score Train: 0.95
ROC AUC Score Test: 0.93
Train Accuracy : 0.68
Test Accuracy : 0.64
Classification Report for Train:
precision recall f1-score support
0 0.55 0.96 0.70 4361
1 0.81 0.50 0.61 3109
2 0.75 0.88 0.81 3795
3 0.98 0.20 0.34 1627
4 0.88 0.45 0.60 2912
accuracy 0.68 15804
macro avg 0.79 0.60 0.61 15804
weighted avg 0.76 0.68 0.65 15804
Classification Report for Test:
precision recall f1-score support
0 0.52 0.95 0.67 1454
1 0.76 0.40 0.53 1037
2 0.71 0.85 0.77 1265
3 0.93 0.17 0.28 542
4 0.88 0.41 0.56 970
accuracy 0.64 5268
macro avg 0.76 0.56 0.56 5268
weighted avg 0.72 0.64 0.61 5268
# Logistic Regression Classification
log_reg = LogisticRegression(random_state=40,solver='liblinear')
# fit model
log_reg.fit(X_train,y_train)
# display classification report
metric2=[]
display_classification_report(log_reg,metric2)
ROC AUC Score Train: 1.0
ROC AUC Score Test: 0.99
Train Accuracy : 0.94
Test Accuracy : 0.9
Classification Report for Train:
precision recall f1-score support
0 0.93 0.97 0.95 4361
1 0.95 0.94 0.94 3109
2 0.95 0.98 0.96 3795
3 0.95 0.88 0.91 1627
4 0.95 0.91 0.93 2912
accuracy 0.94 15804
macro avg 0.95 0.93 0.94 15804
weighted avg 0.94 0.94 0.94 15804
Classification Report for Test:
precision recall f1-score support
0 0.89 0.93 0.91 1454
1 0.90 0.89 0.89 1037
2 0.91 0.95 0.93 1265
3 0.93 0.82 0.87 542
4 0.91 0.86 0.88 970
accuracy 0.90 5268
macro avg 0.91 0.89 0.90 5268
weighted avg 0.90 0.90 0.90 5268
# Decision Tree Classification
dtc = DecisionTreeClassifier(random_state=40)
# fit model
dtc.fit(X_train,y_train)
# Decision Tree Classification Report
metric3=[]
display_classification_report(dtc,metric3)
ROC AUC Score Train: 1.0
ROC AUC Score Test: 0.85
Train Accuracy : 1.0
Test Accuracy : 0.76
Classification Report for Train:
precision recall f1-score support
0 1.00 1.00 1.00 4361
1 1.00 1.00 1.00 3109
2 1.00 1.00 1.00 3795
3 1.00 1.00 1.00 1627
4 1.00 1.00 1.00 2912
accuracy 1.00 15804
macro avg 1.00 1.00 1.00 15804
weighted avg 1.00 1.00 1.00 15804
Classification Report for Test:
precision recall f1-score support
0 0.77 0.78 0.77 1454
1 0.77 0.77 0.77 1037
2 0.82 0.81 0.81 1265
3 0.74 0.71 0.72 542
4 0.68 0.70 0.69 970
accuracy 0.76 5268
macro avg 0.76 0.75 0.75 5268
weighted avg 0.76 0.76 0.76 5268
# Random Forest Classification
rf = RandomForestClassifier(n_estimators = 500,random_state=40, n_jobs = -1,oob_score=True)
# fit model
rf.fit(X_train,y_train)
# oob score
print('OOB SCORE :',rf.oob_score_)
# Random Forest Classification Report
metric4=[]
display_classification_report(rf,metric4)
OOB SCORE : 0.821311060491015
ROC AUC Score Train: 1.0
ROC AUC Score Test: 0.98
Train Accuracy : 1.0
Test Accuracy : 0.83
Classification Report for Train:
precision recall f1-score support
0 1.00 1.00 1.00 4361
1 1.00 1.00 1.00 3109
2 1.00 1.00 1.00 3795
3 1.00 1.00 1.00 1627
4 1.00 1.00 1.00 2912
accuracy 1.00 15804
macro avg 1.00 1.00 1.00 15804
weighted avg 1.00 1.00 1.00 15804
Classification Report for Test:
precision recall f1-score support
0 0.78 0.93 0.85 1454
1 0.83 0.80 0.81 1037
2 0.85 0.90 0.87 1265
3 0.91 0.68 0.78 542
4 0.86 0.71 0.78 970
accuracy 0.83 5268
macro avg 0.85 0.80 0.82 5268
weighted avg 0.84 0.83 0.83 5268
# Multinomial Naive Bayes with GridSearchCV
mnb = MultinomialNB()
mnb_params = {
'alpha': (1, 0.1, 0.01, 0.001, 0.0001)
}
# create gridsearch object
grid_search_mnb = grid_search(mnb, folds, mnb_params, scoring=None)
# fit model
grid_search_mnb.fit(X_train, y_train)
# print best hyperparameters
print_best_score_params(grid_search_mnb)
# Random Forest Classification Report
metric5=[]
display_classification_report(grid_search_mnb,metric5)
Fitting 5 folds for each of 5 candidates, totalling 25 fits
Best Score: 0.7574663722023555
Best Hyperparameters: {'alpha': 0.01}
ROC AUC Score Train: 0.99
ROC AUC Score Test: 0.94
Train Accuracy : 0.89
Test Accuracy : 0.76
Classification Report for Train:
precision recall f1-score support
0 0.88 0.93 0.90 4361
1 0.89 0.83 0.86 3109
2 0.91 0.92 0.92 3795
3 0.87 0.85 0.86 1627
4 0.90 0.87 0.88 2912
accuracy 0.89 15804
macro avg 0.89 0.88 0.88 15804
weighted avg 0.89 0.89 0.89 15804
Classification Report for Test:
precision recall f1-score support
0 0.76 0.84 0.80 1454
1 0.70 0.64 0.67 1037
2 0.79 0.85 0.82 1265
3 0.78 0.67 0.72 542
4 0.75 0.69 0.72 970
accuracy 0.76 5268
macro avg 0.76 0.74 0.74 5268
weighted avg 0.76 0.76 0.75 5268
# Logistic Regression with GridSearchCV
# logistic regression
log_reg = LogisticRegression()
# hyperparameter for Logistic Regression
log_params = {'C': [0.01, 1, 10],
'penalty': ['l1', 'l2'],
'solver': ['liblinear','newton-cg','saga']
}
# create gridsearch object
grid_search_log = grid_search(log_reg, folds, log_params, scoring=None)
# fit model
grid_search_log.fit(X_train, y_train)
# print best hyperparameters
print_best_score_params(grid_search_log)
# Random Forest Classification Report
metric6=[]
display_classification_report(grid_search_log,metric6)
Fitting 5 folds for each of 18 candidates, totalling 90 fits
Best Score: 0.9233733516472515
Best Hyperparameters: {'C': 1, 'penalty': 'l1', 'solver': 'saga'}
ROC AUC Score Train: 1.0
ROC AUC Score Test: 0.99
Train Accuracy : 0.94
Test Accuracy : 0.93
Classification Report for Train:
precision recall f1-score support
0 0.93 0.95 0.94 4361
1 0.94 0.94 0.94 3109
2 0.96 0.96 0.96 3795
3 0.93 0.90 0.91 1627
4 0.93 0.91 0.92 2912
accuracy 0.94 15804
macro avg 0.94 0.93 0.93 15804
weighted avg 0.94 0.94 0.94 15804
Classification Report for Test:
precision recall f1-score support
0 0.94 0.94 0.94 1454
1 0.92 0.92 0.92 1037
2 0.94 0.96 0.95 1265
3 0.92 0.89 0.90 542
4 0.92 0.92 0.92 970
accuracy 0.93 5268
macro avg 0.93 0.92 0.93 5268
weighted avg 0.93 0.93 0.93 5268
# Decision Tree Classification wuth GridSearchCV
dtc = DecisionTreeClassifier(random_state=40)
dtc_params = {
'max_depth': [5,10,20,30],
'min_samples_leaf': [5,10,20,30]
}
# create gridsearch object
grid_search_dtc = grid_search(dtc, folds, dtc_params, scoring='roc_auc_ovr')
# fit model
grid_search_dtc.fit(X_train, y_train)
# print best hyperparameters
print_best_score_params(grid_search_dtc)
# Random Forest Classification Report
metric7=[]
display_classification_report(grid_search_dtc,metric7)
Fitting 5 folds for each of 16 candidates, totalling 80 fits
Best Score: 0.9302492043101971
Best Hyperparameters: {'max_depth': 30, 'min_samples_leaf': 30}
ROC AUC Score Train: 0.97
ROC AUC Score Test: 0.94
Train Accuracy : 0.82
Test Accuracy : 0.78
Classification Report for Train:
precision recall f1-score support
0 0.83 0.83 0.83 4361
1 0.80 0.86 0.83 3109
2 0.86 0.88 0.87 3795
3 0.77 0.74 0.75 1627
4 0.80 0.73 0.77 2912
accuracy 0.82 15804
macro avg 0.81 0.81 0.81 15804
weighted avg 0.82 0.82 0.82 15804
Classification Report for Test:
precision recall f1-score support
0 0.79 0.80 0.79 1454
1 0.77 0.83 0.80 1037
2 0.82 0.83 0.82 1265
3 0.72 0.65 0.68 542
4 0.75 0.69 0.72 970
accuracy 0.78 5268
macro avg 0.77 0.76 0.76 5268
weighted avg 0.78 0.78 0.78 5268
# Random Forest Classifier with GridSearchCV
rfc = RandomForestClassifier(random_state=40, n_jobs = -1,oob_score=True)
# hyperparameters for Random Forest
rfc_params = {'max_depth': [10,20,30,40],
'min_samples_leaf': [5,10,15,20,30],
'n_estimators': [100,200,500,700]
}
# create gridsearch object
grid_search_rfc = grid_search(rfc, folds, rfc_params, scoring='roc_auc_ovr')
# fit model
grid_search_rfc.fit(X_train, y_train)
# oob score
print('OOB SCORE :',grid_search_rfc.best_estimator_.oob_score_)
# print best hyperparameters
print_best_score_params(grid_search_rfc)
# Random Forest Classification Report
metric8=[]
display_classification_report(grid_search_rfc,metric8)
Fitting 5 folds for each of 80 candidates, totalling 400 fits
OOB SCORE : 0.803594026828651
Best Score: 0.9712320811544322
Best Hyperparameters: {'max_depth': 40, 'min_samples_leaf': 5, 'n_estimators': 700}
ROC AUC Score Train: 0.99
ROC AUC Score Test: 0.97
Train Accuracy : 0.91
Test Accuracy : 0.81
Classification Report for Train:
precision recall f1-score support
0 0.86 0.98 0.91 4361
1 0.94 0.91 0.92 3109
2 0.91 0.96 0.94 3795
3 0.96 0.75 0.84 1627
4 0.96 0.85 0.90 2912
accuracy 0.91 15804
macro avg 0.93 0.89 0.90 15804
weighted avg 0.92 0.91 0.91 15804
Classification Report for Test:
precision recall f1-score support
0 0.75 0.94 0.83 1454
1 0.81 0.75 0.78 1037
2 0.82 0.89 0.86 1265
3 0.92 0.61 0.73 542
4 0.86 0.67 0.75 970
accuracy 0.81 5268
macro avg 0.83 0.77 0.79 5268
weighted avg 0.82 0.81 0.80 5268
table = {'Metric': ['ROC_AUC Score(Train)','ROC_AUC Score(Test)',
'Accuracy(Train)','Accuracy(Test)',
'Precision(Train)','Precision(Test)',
'Recall(Train)','Recall(Test)',
'F1-Score(Train)','F1-Score(Test)'
],
'Multinomial Naive Bayes': metric1
}
mnb_metric = pd.DataFrame(table ,columns = ['Metric', 'Multinomial Naive Bayes'] )
log_metric = pd.Series(metric2, name = 'Logistic Regression')
dtc_metric = pd.Series(metric3, name = 'Decision Tree Classifier')
rfc_metric = pd.Series(metric4, name = 'Random Forest Classifier')
grid_mnb_metric = pd.Series(metric5, name = 'Multinomial Naive Bayes with GridSearchCV')
grid_log_metric = pd.Series(metric6, name = 'Logistic Regression with GridSearchCV')
grid_dtc_metric = pd.Series(metric7, name = 'Decision Tree Classifier with GridSearchCV')
grid_rfc_metric = pd.Series(metric8, name = 'Random Forest Classifier with GridSearchCV')
final_metric = pd.concat([mnb_metric,log_metric,dtc_metric,rfc_metric,
grid_mnb_metric,grid_log_metric,grid_dtc_metric,grid_rfc_metric], axis = 1)
final_metric
| Metric | Multinomial Naive Bayes | Logistic Regression | Decision Tree Classifier | Random Forest Classifier | Multinomial Naive Bayes with GridSearchCV | Logistic Regression with GridSearchCV | Decision Tree Classifier with GridSearchCV | Random Forest Classifier with GridSearchCV | |
|---|---|---|---|---|---|---|---|---|---|
| 0 | ROC_AUC Score(Train) | 0.95 | 1.00 | 1.00 | 1.00 | 0.99 | 1.00 | 0.97 | 0.99 |
| 1 | ROC_AUC Score(Test) | 0.93 | 0.99 | 0.85 | 0.98 | 0.94 | 0.99 | 0.94 | 0.97 |
| 2 | Accuracy(Train) | 0.68 | 0.94 | 1.00 | 1.00 | 0.89 | 0.94 | 0.82 | 0.91 |
| 3 | Accuracy(Test) | 0.64 | 0.90 | 0.76 | 0.83 | 0.76 | 0.93 | 0.78 | 0.81 |
| 4 | Precision(Train) | 0.76 | 0.94 | 1.00 | 1.00 | 0.89 | 0.94 | 0.82 | 0.92 |
| 5 | Precision(Test) | 0.72 | 0.90 | 0.76 | 0.84 | 0.76 | 0.93 | 0.78 | 0.82 |
| 6 | Recall(Train) | 0.68 | 0.94 | 1.00 | 1.00 | 0.89 | 0.94 | 0.82 | 0.91 |
| 7 | Recall(Test) | 0.64 | 0.90 | 0.76 | 0.83 | 0.76 | 0.93 | 0.78 | 0.81 |
| 8 | F1-Score(Train) | 0.65 | 0.94 | 1.00 | 1.00 | 0.89 | 0.94 | 0.82 | 0.91 |
| 9 | F1-Score(Test) | 0.61 | 0.90 | 0.76 | 0.83 | 0.75 | 0.93 | 0.78 | 0.80 |
# raw complaint text
test_complaint= 'I tried to make a transaction at a supermarket retail store, using my chase \
debit/atm card, but the transaction was declined. I am still able to withdraw money out of an \
ATM machine using the same debit card. Please resolve this issue.'
# vectorize and tf-idf tranform
test = count_vect.transform([test_complaint])
test_tfidf = tfidf_transformer.transform(test)
# predict
prediction=grid_search_log.predict(test_tfidf)
prediction
topic_mapping[prediction[0]]
## Front End ###
# to run front end head on to the "NLPProject" and run command "python ./manage.py runserver"